Job Summary:

The Service Operations Associate is responsible for ensuring seamless after-sales service operations by coordinating with internal teams, vendors, technicians, and manufacturers to deliver timely and effective service resolutions. The role involves managing end-to-end service requests, validating spare requirements, ensuring accurate system updates, driving SLA compliance, conducting technical and process training for vendors, and continuously improving service quality through data analysis, RCA, and stakeholder collaboration.

Key Responsibilities:

Service Operations
- Log, assign, and monitor service requests through the CRM/service management system.
- Track service requests to ensure adherence to defined SLAs and TAT.
- Coordinate with vendors and technicians for timely visit allocation, spare dispatch, and issue resolution.
- Escalate unresolved or critical cases to the relevant stakeholders for timely intervention.
- Develop a strong understanding of spare parts and troubleshooting for Cardio Equipment, Massage Chairs, and Cycles,



and maintain technical documentation for internal and vendor training.
- Ensure accurate spare requirement validation and timely system updates.

Vendor & Technician Management
- Coordinate with vendors and technicians to ensure timely service completion and adherence to service commitments.
- Validate service closures using photos, videos, troubleshooting evidence, and technician updates.
- Arrange revisits wherever required to avoid SOP deviations and ensure first-time-right resolution.
- Resolve operational and process-related issues faced by vendors.
- Conduct regular training sessions for vendors and technicians on recent product launches, SOP revisions, troubleshooting techniques, and best service practices to improve service quality and reduce repeat visits.

Customer & Stakeholder Management
- Coordinate with customer-facing teams to provide timely updates on service progress.
- Resolve service-related queries thr

📌 Service Operations Associate (Raipur)
🏢 Cult.fit
📍 Raipur