Service Manager

Roles & Responsibilities

1. National Service Delivery & Equipment Uptime

- Own service delivery performance across locations and drive adherence to defined response-time and turnaround-time (TAT) commitments.
- Monitor breakdown calls, open and ageing cases, overdue complaints and resolution quality; drive closure within the defined SLA, including the stated three-day call-closure target where applicable.
- Identify recurring equipment issues and lead corrective and preventive actions to reduce repeat complaints and downtime.
- Standardise service practices and ensure consistent execution across regions.

2. Customer Experience & Escalation Management

- Review critical, pending and long-overdue complaints with Area Service In-charges and regional teams.
- Personally lead resolution of high-impact or escalated customer complaints and ensure timely, professional communication with doctors and clinics.
- Track customer feedback, complaint trends and service recovery actions to improve customer satisfaction.

3. Service Team Leadership & Capability Building

- Lead, guide and review Service manager, Area Service In-charges and Service Engineers across the national service network.
- Set clear performance expectations, monitor engineer productivity and optimise allocation of service resources.
- Assess technical capability gaps and organise product, troubleshooting, refresher and process training.
- Build a disciplined, accountable and customer-focused service culture; review team performance and development needs.

4. Spare Parts, Inventory & Technical Coordination





- Work closely with the Spare Store and relevant internal teams to ensure timely availability of critical spare parts.
- Reduce downtime caused by parts unavailability through better planning, escalation and consumption monitoring.
- Review spare-parts usage against equipment failure trends and investigate unusual or avoidable consumption.

5. AMC/CMC Business, Renewals & Cost Control

- Drive AMC/CMC renewal planning, follow-up, closures and contract profitability across locations.
- Ensure customers approaching warranty expiry are contacted in a timely manner and offered appropriate service-contract options.
- Monitor service costs, spare consumption and unauthorised replacements; promote cost-effective resolution without compromising service quality.

6. Process Governance, MIS & Root Cause Analysis

- Ensure accurate service-call logging, allocation, closure notes and documentation in the ERP/service-management portal.
- Review daily, weekly and monthly service MIS covering open calls, ageing, TAT, productivity, repeat complaints and escalations.
- Lead Root Cause Analysis (RCA) for major failures and recurring complaints, and track corrective actions to completion.




- Use service data to identify trends, improve processes and support management reviews.

7. Continuous Improvement & Cross-functional Collaboration

- Partner with Sales, Product, Spare Store and other internal teams to resolve customer issues and improve service readiness.
- Recommend improvements in service coverage, workflows, training, tools and customer communication based on performance data and field feedback.
- Travel to branches/customer locations as required to review service quality, support critical cases and strengthen team capability.

Desired Skills & Competencies

- Solid technical understanding of dental, medical or electro-medical equipment, including installation, troubleshooting and fault diagnosis.
- Demonstrated leadership of geographically distributed service teams and ability to coach managers and engineers.
- Analytical and data-driven approach to service metrics, ageing analysis, productivity and root-cause investigation.
- Strong customer-handling, escalation-management and decision-making skills, including under pressure.
- Commercial understanding of AMC/CMC contracts, service costs and spare-parts control.
- Strong planning, coordination, communication and stakeholder-management skills.

Computer & Systems Skills

- Working knowledge of ERP or service-management software for complaint logging, allocation, tracking and closure.
- Good command of MS Office, particularly advanced Excel for service MIS and analytics, and Word / PowerPoint for reporting and reviews.

📌 Service Manager (New Delhi)
🏢 Unicorn DenMart
📍 New Delhi