About the role
Lead end-to-end field operations for SharkNinja product demonstrations, installations, and after-sales support, ensuring seamless execution and best-in-class customer experience. Drive field team performance, service quality, turnaround times, and process adherence to deliver a consistent and premium brand experience for customers.
Key Responsibilities
- Own the end-to-end field demo and installation journey for products, from customer request and scheduling to execution and closure.
- Lead and manage field resources responsible for product demonstrations and installations across assigned locations.
- Plan and allocate field resources to ensure timely execution of demos and installations.
- Deliver and oversee high-quality product demonstrations, helping customers understand product features, functionality, usage, and key advantages.
- Own coordination for after-sales service, ensuring customer concerns and service requests are tracked and taken to closure.
- Coordinate closely with Customer Support, Sales, Operations, service partners,
and other stakeholders to ensure a seamless customer journey.
- Monitor field performance across demo volumes, installation TAT, productivity, first-time-right, open cases, and customer feedback.
- Ensure timely follow-ups on pending installations, service requests, replacements, and customer concerns.
- Identify recurring customer and field issues and work with relevant teams to improve service processes and customer experience.
- Build and implement SOPs, checklists, workflows, and quality standards for demos, installations, and after-sales support.
- Manage and coordinate technicians, service partners, and third-party field resources, wherever applicable.
- Maintain accurate records of demos, installations, service requests, closures, and customer feedback.
- Provide regular field insights and customer feedback to the leadership team to identify opportunities for improving product experience and service delivery.
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📌 Fleet Manager (Rajkot)
🏢 GripIt
📍 Rajkot