Functions

·* Service team planning & scheduling*

·* SLA & response monitoring*

·* Escalation handling*

·* Resource & spares management*

·* Customer satisfaction improvement*

Accountabilities

·* Service efficiency & SLA compliance*

·* Repeat complaint reduction*

·* Team utilization & productivity*

·* AMC / contract performance*

Reports

·* Service performance MIS*

·* SLA compliance report*

·* Repeat failure analysis*

·* Customer feedback summary*

Roles & Responsibilities

Service Team Planning & Scheduling

- 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 qualified 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

Communication Skills

- Customer handling & negotiation
- Escalation communication
- Interdepartmental coordination
- Report preparation & presentation

Core Competencies

- Customer Centricity
- Operational Excellence
- Accountability & Ownership
- Analytical Thinking
- Problem Solving
- Process Orientation
- Crisis Management
- Continuous Improvement Mindset

Behavioral Traits

- Calm under pressure
- Strong follow-up discipline
- High sense of urgency
- Data-driven approach
- Result-oriented mindset

HR Contact number - +91-XXXXXXXXXX / 70100 57891 / 78457 64900

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

- Leave encashment

Work Location: In person

📌 Service Team Leader (IT Hardware, CCTV, AMC) (India)
🏢 Icare
📍 India