Job Profile: Assistant Service Manager

Company: POCT Services

Location: Meerut

Experience: 4-6 years

Role Summary:

To support in smooth working of field Engineers by ensuring timely response, for their queries and maintain document of all activities performed by Engineers in the field. Application of his/her skill and responsible for defining the final service(s) by managing Service Level Agreements (SLAs) and ensuring that services meet the customer requirements.

Job Responsibilities:

- Should ensure to Respond the customer & supporting staff queries in a timely and accurate way via phone, email or chat Handling customer queries and provide solution.
- To Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- To Ensure Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions




- To Overseeing the team’s movements and making to improve challenges & ensuring timely completion of tasks with maintaining quality standards.
- Manage daily operations according to assigned calls and after completion of calls, scheduling his visits if any with customers and update his Reporting Manager.
- To Optimize service processes and provide feedback with concern person and maintaining inventory levels of parts and supplies & follow-up with office team.
- Providing regular reports to the Service Manager and Department & Effectively communicating with staff and his team mates.
- Analyzing customer feedback & identifying areas for improvement, and implementing changes to enhance service delivery.
- To Develop and implement the service strategies to enhance customer experience and meet service objectives
- Should ensure to share each information with the field staff collected from management.
- Should fulfill any other additional job duties as assigned by management.

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