Department: Service & Customer Support

Job Title: Service Manager

Location: Mumbai, Maharashtra

Industry: Water Purifiers / Home Appliances

Job Summary

We are looking for an experienced and customer-focused Service Manager to oversee service operations, manage the service team, coordinate with dealers and service partners, and ensure timely resolution of customer complaints. The ideal candidate should have strong technical knowledge, team management skills, and experience in managing after-sales service operations in the water purifier, home appliances, or consumer durables industry.

Key Responsibilities

- Manage daily service operations, including installation, maintenance, repairs, and customer complaint resolution.
- Supervise and guide service engineers, technicians, and third-party service partners.
- Ensure timely installation and servicing of products while maintaining service quality standards.
- Monitor customer complaints, service requests, turnaround time (TAT), and customer satisfaction levels.
- Coordinate with sales, logistics, warehouse, and technical teams to ensure smooth service delivery.
- Develop and implement service processes, standard operating procedures (SOPs), and performance monitoring systems.
- Manage spare parts inventory, service tools, and replacement requirements.
- Handle escalated customer complaints and ensure effective resolution.
- Monitor service costs, warranty claims, product returns, and repair expenses.
- Conduct regular training sessions for service engineers and channel partners on product installation, troubleshooting, and maintenance.
- Build and maintain strong relationships with dealers, distributors, and service centres.
- Prepare and analyse service reports, customer feedback, complaint trends, and team performance metrics.




- Identify recurring product issues and coordinate with the technical and quality teams to recommend corrective actions.
- Ensure compliance with company service policies and customer service standards.

Required Skills and Qualifications
- Bachelor's degree or diploma in Engineering, Electronics, Electrical, Mechanical, or a related field.
- Relevant experience in after-sales service management, preferably in water purifiers, home appliances, or consumer durables.
- Strong team leadership, communication, and problem-solving skills.
- Knowledge of installation, troubleshooting, repair, and maintenance processes.
- Experience in managing service engineers, technicians, dealers, and service partners.
- Ability to analyse service data, monitor KPIs, and improve operational efficiency.
- Good customer relationship management and complaint-handling skills.
- Proficiency in MS Excel and service management systems.

Preferred Experience
- Experience in managing service operations across multiple locations.
- Knowledge of RO water purifiers, water filtration systems, and related products.
- Experience in warranty management, spare parts planning, and service cost control.
- Experience in setting up or expanding after-sales service networks.

Key Performance Indicators (KPIs)
- Customer satisfaction and complaint resolution rate.
- Average service turnaround time.
- Installation and repair completion rate.
- First-time fix rate.
- Pending complaints and service backlog.
- Service cost and spare parts management.
- Service team productivity and performance.
- Dealer and service partner satisfaction.

Ideal Candidate: A proactive professional who can lead service operations, build an effective service network, improve customer satisfaction, and strengthen the company's after-sales support system. Pay: ₹20,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Service Manager Water Purifier (Mumbai)
🏢 Eport Agritech Pvt.Ltd.
📍 Mumbai