Fleet Manager

GRIPIT · India

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 benefits.
• 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.

What We're Looking For

• 3–6 years of experience in field operations, installation, after-sales, customer experience, technical service, or similar customer-facing operations.
• Experience managing field teams, technicians, service partners, or distributed resources.
• Strong understanding of field operations, scheduling, resource allocation, and service management.
• Strong customer-handling and communication skills.
• Ability to manage multiple field activities and priorities simultaneously.
• Strong ownership, problem-solving ability, and execution skills.
• Good working knowledge of Excel and operational tracking systems.
• Experience in consumer electronics, home appliances, smart home products, or premium consumer brands will be an advantage.