Regional Coordinator

Job Overview

We are seeking an experienced Regional Coordinator based in Vijayawada, Andhra Pradesh, with 4-5 years of relevant experience to manage field operations for Innovative Techhub Pvt. Ltd. The role demands adept leadership, communication, and problem-solving skills within the retail IT domain.

Key Responsibilities

• Coordinate and liaise with Regional Field Engineers (FEs) and project managers effectively to facilitate smooth project workflows.
• Oversee onsite activities including Preventive Maintenance, Service Requests, new store rollouts, and mothballing procedures in the region.
• Ensure deployment of qualified Field Engineers to meet project requirements.
• Monitor project progress closely and implement corrective actions whenever necessary.
• Engage daily with Field Support teams, Retail Service Desk, Vendor Management, and Configuration Management leads to maintain seamless operations.
• Promptly escalate critical issues to the Field Operations Manager for immediate resolution.
• Develop in-depth understanding of Retail Business applications, infrastructure, and hardware to support team problem-solving efforts.
• Manage web-based queues, prioritize escalated calls, and efficiently assign tasks to the regional team.
• Conduct performance evaluations of the Field Team to ensure optimal productivity levels.
• Maintain compliance with agreed Service Level Agreements (SLAs) for ticket resolutions and strive to meet targets.
• Identify and facilitate appropriate knowledge updates and training requirements for team members.
• Drive continuous improvements in operational processes and policies.
• Provide specialized technical and service expertise as needed.
• Manage problem ticket processes ensuring efficient handling and assist in root cause analysis from a business perspective.
• Design shift rosters for Field Team to ensure effective coverage of service windows and manage workforce allocation.
• Ensure strict adherence to processes and policies, focusing on enhancing ticket flow efficiency across support tiers.
• Collaborate with Vendor and Asset Management leads, along with other regional coordinators, to ensure coherence in operations.
• Escalate issues requiring higher management involvement to Field Operations and Program Managers.
• Support the creation and deployment of new operational processes and policies as guided by leadership.

Required Skills and Qualifications

• Excellent communication abilities, both verbal and written in English.
• Strong leadership qualities with the capability to inspire and manage teams effectively.
• Ability to handle daily operational challenges calmly and patiently.
• Professional conduct with the ability to build and maintain customer confidence.
• High sense of responsibility and reliability to manage project activities thoroughly.
• Self-motivated and disciplined, adhering strictly to project timelines and methodologies.
• Proficient in risk assessment and management in operational contexts.
• Expertise in client relationship management.
• Effective analytical and problem-solving skills supported by strong interpersonal abilities.
• Experience in the Retail IT sector is advantageous.