SAP
JAYANTA KUMAR NAYAK
Field Operations Manager
Chandannagar
Summary
Versatile Field Operations Manager knowledgeable about team leadership, training and quality assurance management. Talent for assessing operations, uncovering problems, and developing improvement plans. Bringing 7 years of related experience.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Field Operation Manager
Dish TV
Siliguri
11.2024 - Current
- Proven ability to lead and motivate large field service teams, fostering a culture of high performance and customer focus
- Oversaw work of 30 distributors from 3 districts(Darjeeling, Jalpaiguri ) and cooch behar) personnel, with 8 numbers direct reports.
- Expertise in optimizing service delivery processes, including scheduling, dispatch, and technician performance monitoring, to maximize efficiency and customer satisfaction
- Skilled in setting clear performance metrics, conducting regular performance reviews, and implementing corrective actions to drive improvement
- Proficient in identifying and resolving complex field service issues, including technical troubleshooting and customer escalations
- Deep understanding of customer service principles, consistently delivering exceptional customer experiences and resolving complaints effectively
- Comprehensive knowledge of Dish TV products, installation procedures, and troubleshooting techniques
- Successfully oversaw a large team of technicians, ensuring optimal productivity and timely service delivery across assigned territories
- Implemented operational improvements including efficient scheduling, dispatching, and route optimization to enhance service efficiency
- Regularly tracked key performance indicators (KPIs) such as customer satisfaction, installation completion rates, and service call resolution times to identify areas for improvement
Home Connect Master Supervisor
Reliance Industries Ltd.
Kolkata
12.2018 - 11.2024
- Source and train technicians by tying up with target colleges
- Conduct classroom and on the job trainings for technicians
- Mentor and guide technicians to enhance productivity
- Ensure zero defect execution of home connect activity
- Own SLA delivery and ensure customer satisfaction
- Ensure adherence to processes as per company defined SLAs
- Execution Excellence & Customer Satisfaction
- Ensure execution as per established quality norms within defined SLAs
- Ensure the FTR Norms are overachieved across the area of responsibility
- Act as support/guide, in case of level up trouble shooting cases for closure within TAT to ensure customer delight
- Track and monitor KPIs of all technicians for evaluating performance, Responsible for re skilling / up skilling based on the evaluation outcomes
- Conduct refresher program for bottom performers on periodic basis
- Responsible for tie up with target colleges
- Responsible for creating optimum technician pool availability
- Managed approximately 130 Installation and service calls, per day from customers.
Education
Bachelor of Technology - Civil Engineering
Biju Patnaik University of Technology
Raurkela, India 08.2012 - 05.2018
Diploma - Civil Engineering
Barapada School of Engineering & Technology
Bhadrakh, India 07.2012 - 04.2015
No Degree - High School Teaching
Board of Secondary Education
Bhadrakh, India 06.2010 - 03.2012
Skills
Operational planning, Operational efficiency, Staff recruitment
Team supervision, Training and mentoring
Team building, Sales support, Strategic planning, Inventory tracking
Customer satisfaction, Field Audit
Planning and billing Handling distributors, Daily KPI monitoring
Service delivery management, Customer service, Problem-solving
Cross-functional coordination,
Time management, Supply chain management
Software
FIORI
JIO ANALYTICS
Timeline
Field Operation Manager
Dish TV
11.2024 - Current
Home Connect Master Supervisor
Reliance Industries Ltd.
12.2018 - 11.2024
Bachelor of Technology - Civil Engineering
Biju Patnaik University of Technology
08.2012 - 05.2018
Diploma - Civil Engineering
Barapada School of Engineering & Technology
07.2012 - 04.2015
No Degree - High School Teaching
Board of Secondary Education
06.2010 - 03.2012
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