Indofast Energy - Manager - Field Operations (5-10 Yrs) Bangalore (B2B/Corporate Sales)

JOB DESCRIPTION Manager - Field OperationsLocation: Based out of HO - Indofast, BangaloreRegion: South & WestFunction: Customer Experience & SupportReporting To: Head - CXRole PurposeOwn and run end-to-end Emergency Response operations across the South and West region. Ensure every breakdown, swap station issue, and critical field incident is attended quickly, fixed right the first time, and closed smoothly. Direct accountability for uptime, response speed, and technician performance.Qualification & Experience- Graduate in any discipline- Minimum 5 years of experience in similar field service / emergency response / Field operations environment- Experience managing technicians or field teams across multiple locations preferredKey Responsibilities- Field Response & Closures- Ensure all ERT tickets are responded within defined TAT- Drive quick diagnosis and first-time-fix- Minimize repeat visits and escalations- Handle critical incidents personally when requiredTechnician Team Management- Manage all ERT technicians and city leads- Rostering and 24x7 shift coverage- Daily ticket allocation and workload balancing- Hiring, onboarding, and skill certification- Coaching and improving team productivityProcess Discipline- Ensure SOP adherence in every field visit- Maintain proper ticket hygiene and closures- Standardize processes across cities- Conduct regular field audits and ride-alongsMetrics & Reporting- Track daily dashboards and publish weekly MIS- Highlight risks and action plans- Drive continuous improvement in speed and qualityCross-Team Coordination- Work closely with CX, inbound, warehouse, and tech teams- Align on priorities and backlog- Act as single point of contact for all regional escalationsSuccess Metrics (KPIs)- Response TAT- First-Time-Fix rate- Technician productivity- Repeat failure rate- Escalations- Rider/partner satisfactionExpectations- Be available during major outages- Spend time regularly in the field- Take ownership and solve problems end-to-end- Build a strong and dependable ERT team- Create a culture of accountability, speed, and service excellence (ref:updazz.com)

Payroll Type : Permanent