- Prepare daily / monthly / weekly service deployment plan
- Allocate engineers based on skill matrix and priority
- Monitor daily call allocation and closure
- Ensure optimum manpower utilization
- Plan preventive maintenance schedules
SLA & Response Monitoring
- Track response time and closure time against SLA
- Monitor critical / high-priority calls
- Ensure adherence to customer contracts (AMC / Warranty / SLA terms)
- Take corrective actions for SLA deviations
- Maintain escalation matrix compliance
Escalation Handling
- Handle major customer complaints personally
- Coordinate with technical / project / sales teams for resolution
- Conduct root cause analysis for serious breakdowns
- Provide timely updates to customers
- Ensure customer confidence is maintained
Resource & Spares Management
- Monitor spare parts inventory levels
- Ensure availability of critical components
- Control spares consumption & wastage
- Approve urgent procurement requests
- Track engineer tools & asset management
Customer Satisfaction Improvement
- Monitor customer feedback & NPS score
- Conduct review meetings with key customers
- Implement improvement plans for repeat complaints
- Ensure professional service documentation
- Drive service quality culture within the team
Required Skills
Technical Skills
- Strong understanding of service operations
- Knowledge of SLA management & contract compliance
- Spare parts & inventory control knowledge
- Service MIS & reporting skills
- Root cause analysis capability
Managerial Skills
- Team leadership & supervision
- Conflict resolution
- Decision-making under pressure
- Planning & scheduling expertise
- Performance monitoring