·Organization structure
oThis role will report to the PSS CS&Q VP of the division and will work closely with SVP ETO.
o60% Strategical activities / 40 % Tactical activities
·Mission
•Responsible for developing and deploying the Customer process capability for PSS ( ETO, Services, GCP/SO).
•Drive e2e Delivery Customer experience
·Manage all the Flows on products and services.
·Infuse close collaboration between different functions of the PSS
·Develop and Drive the Digital Customer Experience on delivery side
·Drive NSS/sentiments on Delivery touch Points across ETO and services
·Qualifications and experiences
•Expert in Driving the Customer Experience and Good on Digital side
•Education:Graduate degree in Engineering or Equivalent
•Well versed with Customer personas, Customer Journey mapping, VIP Programmes etc .
•Expert in CSQ directives onall delivery experience and specially on order management , Delivery Modelling , forecasting , safety stocking , spare parts Delivery Experience
•Strong Knowledge on ETO and PSS environment
•Good insights on Customer resolution processes like i2p, CMI etc
•Good Knowledge of SAP/Oracle equivalent Supply chain tools
·Excellent Change management and influencing skills.
oStrong Leadership and decision-making skills
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