Job Summary

The Area Service Manager is responsible for managing service operations across multiple service centers within the assigned territory. The role involves ensuring high-quality repair and maintenance services, achieving service KPIs, managing field service teams, enhancing customer satisfaction, and driving operational efficiency and profitability.

Key Responsibilities: Service Operations Management

- Oversee daily operations of authorized service centers and field service teams within the assigned area.
- Ensure timely installation, repair, and maintenance of products as per company standards.
- Monitor service turnaround time (TAT) and improve service efficiency.
- Ensure compliance with company policies, service procedures, and quality standards.

Team Management

- Lead, motivate, and manage Service Center Managers, Service Engineers, Technicians, and Support Staff.
- Conduct regular performance reviews and provide coaching and training.
- Ensure adequate manpower planning and resource allocation across locations.
- Monitor technician productivity and service quality.

Customer Service Excellence

- Ensure prompt resolution of customer complaints and escalations.
- Maintain high customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Implement corrective actions to reduce repeat complaints and service failures.
- Build solid customer relationships and maintain service quality standards.

Performance Monitoring & Reporting

- Track and analyze key service metrics such as:

- Service TAT

- First-Time Fix Rate (FTFR)

- Customer Satisfaction Score (CSAT)

- Warranty Cost

- Technician Productivity

- Spare Parts Consumption

- Prepare and submit periodic service performance reports.

Spare Parts & Inventory Management

- Ensure availability of critical spare parts across service centers.




- Monitor inventory levels and control spare parts consumption.
- Coordinate with procurement and warehouse teams to prevent stock shortages.

Business Development & Profitability

- Drive service revenue through AMC, spare parts sales, and paid services.
- Monitor operational costs and improve profitability.
- Identify opportunities for business growth within the territory.

Compliance & Safety

- Ensure adherence to safety guidelines and regulatory requirements.
- Maintain proper service documentation and audit compliance.
- Conduct periodic service center audits and quality checks.

Required Qualifications

- Bachelor's Degree/Diploma in Engineering, Electronics, Electrical, Mechanical, or related field.
- MBA preferred.
- 4-5 years of experience in service operations, appliance repair, consumer electronics, or related industries.
- Minimum 2-3 years of team management experience.

Required Skills :

- Service Operations Management
- Team Leadership
- Customer Relationship Management
- Complaint Handling & Escalation Management
- Inventory & Spare Parts Management
- Performance Analysis & Reporting
- Vendor & Service Center Management
- MS Office and ERP/CRM Systems
- Problem-Solving and Decision-Making
- Communication and Interpersonal Skills

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Service Turnaround Time (TAT)
- First-Time Fix Rate (FTFR)
- Complaint Closure Rate
- Technician Productivity
- Service Revenue Achievement
- Spare Parts Inventory Accuracy
- Warranty Cost Control
- Service Center Performance

Preferred Industry Experience

- Home Appliances
- Consumer Electronics
- Authorized Service Centers
- Mobile & IT Hardware Service
- Electrical Equipment Service
- HVAC and Industrial Service Operations

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Area Service Manager (Adarsh Nagar)
🏢 Run Service Infocare
📍 Adarsh Nagar