Company: Space Office Systems (I) Pvt. Ltd. (SOSIPL)
Position: Service Manager
Department: Customer Support & Service
Location: Mumbai

Position Summary

We are looking for an experienced and customer-focused Service Manager to lead our technical support and field service operations. The ideal candidate will be responsible for ensuring timely resolution of customer complaints, managing service engineers and coordinators, maintaining service quality, and driving customer satisfaction while achieving business objectives.

The candidate should have experience in managing after-sales service for Access Control Systems, CCTV Surveillance, Time Attendance Systems, Telecom/Intercom Systems, Gate Automation, Parking Management Systems, Boom Barriers, and other ELV/Security Solutions.

Key Responsibilities

Team Management

- Lead and manage the Service Coordinators and Service Engineers.
- Plan manpower allocation for service calls, installations, preventive maintenance, and breakdowns.
- Monitor engineer productivity and field performance.
- Conduct regular team meetings, training sessions, and performance reviews.
- Mentor and develop the technical team.

Customer Service

- Ensure all customer complaints are acknowledged and resolved within committed SLAs.
- Maintain high levels of customer satisfaction.
- Handle escalations from key customers professionally.
- Conduct periodic customer visits for relationship management.
- Improve customer retention through excellent service delivery.

Operations

- Manage daily service operations across Mumbai and other assigned territories.




- Ensure preventive maintenance schedules are adhered to.
- Monitor open complaints and ensure timely closure.
- Review service reports for accuracy and completeness.
- Coordinate with Sales, Projects, Purchase, and Accounts departments.

AMC & Revenue Management

- Achieve AMC renewal targets.
- Generate revenue through:
- AMC renewals
- Breakdown services
- Spare parts sales
- System upgrades
- Modernization proposals

- Prepare quotations for service-related requirements.
- Track monthly service revenue and profitability.

Inventory Management

- Monitor spare parts inventory.
- Ensure availability of critical spares.
- Reduce inventory losses and dead stock.
- Coordinate with Purchase for timely procurement.

Reporting & MIS

- Prepare daily, weekly, and monthly service reports.
- Monitor:
- Complaint closure rates
- Engineer productivity
- Response time
- Resolution time
- AMC renewals
- Revenue achievement
- Customer satisfaction

- Present performance reports to management.

Process Improvement

- Develop and implement SOPs for service operations.
- Improve service efficiency through automation and process enhancements.
- Ensure compliance with company quality standards.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Complaint Response Time




- Complaint Resolution Time
- First-Time Fix Rate
- Engineer Productivity
- AMC Renewal Percentage
- Service Revenue Achievement
- Preventive Maintenance Completion
- Complaint Backlog
- Customer Retention
- Spare Inventory Turnover

Qualifications

- Diploma/B.E./B.Tech in Electronics, Electrical, Telecommunications, IT, or related field.
- 712 years of experience in technical service management.
- Minimum 3 years in a leadership role.

Technical Knowledge

Experience in one or more of the following:

- Access Control Systems
- CCTV Surveillance
- Biometric Attendance Systems
- Video Door Phones
- Boom Barriers
- Parking Management Systems
- Intrusion Alarm Systems
- Fire Alarm Systems (preferred)
- Telecom & Intercom Systems
- Networking fundamentals
- Software troubleshooting
- Windows operating systems
- Basic database knowledge
- Remote support tools

Skills Required

- Strong leadership and team management
- Excellent communication and interpersonal skills
- Customer relationship management
- Problem-solving and decision-making
- Planning and scheduling
- Technical troubleshooting
- Negotiation skills
- Time management
- Analytical thinking
- Proficiency in MS Office and CRM/ERP software

Desired Attributes

- Customer-first approach
- Ability to work under pressure
- Positive attitude
- Solid ownership and accountability
- High ethical standards
- Result-oriented mindset
- Willingness to travel for customer meetings and site visits

Compensation & responsibilities

Preferred candidate profile

📌 Service Manager (Mumbai)
🏢 Space Office System
📍 Mumbai