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.