Fleet Manager

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.

Work arrangement
No