We are seeking an experienced and customer-focused Service Manager to lead the service department, ensure high service standards, manage technical teams, and maintain robust customer relationships. The role involves overseeing service operations, improving service efficiency, and driving customer satisfaction and revenue growth.
Service Operations Management
Oversee daily service activities and ensure timely resolution of service requests.
Develop and implement service procedures and SOPs.
Monitor service performance metrics (TAT, first-time fix rate, etc.).
Ensure service targets and KPIs are achieved.
Team Leadership
Lead, train, and supervise service engineers/technicians.
Allocate service calls and manage scheduling.
Conduct performance evaluations and skill development programs.
Maintain discipline and motivate the team.
Customer Relationship Management
Act as escalation point for customer complaints.
Ensure high levels of customer satisfaction.
Maintain robust relationships with key clients.
Oversee AMC (Annual Maintenance Contract) management and renewals.
Technical & Quality Control
Ensure proper troubleshooting and quality of service delivery.
Review service reports and documentation.
Implement corrective and preventive actions for recurring issues.
Inventory & Spare Parts Management
Monitor spare parts inventory and coordinate with stores/procurement.
Control warranty claims and returns.
Reporting & Financial Management
Prepare service performance reports and MIS.
Monitor service revenue, cost control, and profitability.
Support budgeting and forecasting for the service department.