Job Summary: The Service Manager owns everything that happens after a CIVOM order leaves the warehouse: installation on site, handover to the school, and after-sales service and warranty for the years that follow. The role makes sure every learning space is installed exactly as designed, handed over with no open snags, and looked after so it keeps working the way it was meant to. The Service Manager is the school's named point of contact after handover, and the link that carries what we learn on site back to Production, R&D;, Sales and Marketing.

Key Responsibilities:

Installation and site execution

- Own on-site installation for every project, from dispatch to handover; plan schedules, crews and sequencing with Production, Logistics and the Project Coordinator
- Run pre-dispatch site readiness checks with each school: access, security passes, offloading, and civil and electrical readiness
- Deploy and lead installation supervisors, fitters and partner crews across several sites at once
- Make sure every installation matches the approved drawings, BOQ and finish specifications
- Enforce safety, cleanliness and conduct standards on live school campuses, including around childrenHandover and snag closure
- Run the final walk-through with the school and close every snag within agreed timelines
- Prepare handover documents: handover sheet, as-installed record and photos, warranty terms andcare guidelines for each product
- Collect customer sign-off and NPS at handover, and support Finance and Sales in closing receivables

After-sales service and warranty

- Build and run CIVOM's after-sales service: one intake channel for complaints, a ticket log, and clear response and resolution timelines
- Manage warranty claims end to end: inspect on site, find the root cause (product, partner build, installation or usage), decide repair or replacement, and track warranty cost
- Plan preventive maintenance visits and care check-ins for key accounts; propose annual maintenance contracts where they make sense




- Manage spares and service stock with the warehouse team

Quality and process

- Write and roll out the Installation and Service SOPs, with checklists for site readiness, installation quality and handover
- Feed snag, defect and warranty data back to Production, Quality and R&D; so the same issue does not repeat on the next project
- Report daily service metrics: handovers, snags, warranty claims, warranty value and handover NPS

Customer relationship and team

- Be the named contact for each school's facilities and admin team after handover
- Turn service visits into relationship moments: share usage feedback, testimonials and expansionopportunities with Sales and Marketing
- Hire, train and lead installation supervisors and service executives; build a bench of trained installation partners in key cities
- Train dealers and channel partners on CIVOM's installation standards and after-sales protocols

Requirements:

- 4–8 years in installation, site execution or after-sales service for furniture, modular interiors, fit-outs or similar, including at least 2–3 years leading teams
- Hands-on knowledge of modular and loose furniture installation, joinery, hardware, upholstery, flooring and fit-out finishes
- Able to read drawings, BOQs and specifications, and check work against them on site
- Proven record of running several sites at once, across cities, to fixed deadlines
- Calm, qualified customer handling with principals, facilities heads and admin teams, including resolving complaints
- Strong documentation discipline: checklists, handover sheets and service logs, kept up to date every day




- Comfortable with an ERP (SAP Business One preferred) and Excel or Google Sheets
- Good communication in Hindi and English
- Willingness to travel extensively across India

Preferred Qualifications:

- Diploma or degree in Mechanical, Civil or Production Engineering, Interior Design, or an equivalent qualification from a reputed institute
- Experience with institutional projects: schools, universities, libraries, hospitals or offices
- Experience setting up a service function from scratch: ticketing, response timelines, warranty processand maintenance contracts
- Experience managing installation partners and contract labour across regions
- Familiarity with a CRM or helpdesk tool for tracking service tickets
- Working knowledge of a regional language beyond Hindi and EnglishFirst 30 Days:
- Visit recent handovers and open sites; list pending installations, open snags and warranty cases, and start closing the backlog
- Draft the Installation SOP and handover checklist with the Operations Head
- Set up a service desk with one intake channel, a ticket log and agreed response timelines
- Start reporting daily service metrics in the company's daily review
- Identify installation partners in two to three key cities

Key Performance Indicators:

- Installations completed on schedule
- Snags per project and average snag closure time
- Warranty claims and warranty cost
- Service ticket response and resolution time
- Customer NPS at handover (target 9 or above)
- Installations FTR - First Time Right Score
- IIFOT - Installation In Full On Time
- Repeat issues traced to root cause and fixed at source

Working Conditions:

- Frequent travel to project sites across India, with extended stays during installations
- Installations often run during school holidays and weekends, when campuses are free

Job Type: Full-time

Pay: ₹35,000.00 - ₹55,000.00 per month

Benefits:

- Health insurance

Experience:

- total work: 4 years (Preferred)

Work Location: In person

📌 Service Manager (Indore)
🏢 Civom
📍 Indore