Customer Service Manager

SERVICE HEAD

Location: Service Centre

About the Role

Looking for a responsible, hardworking and well-organised Service Head to manage the complete service operations of the company, both inside and outside the service centre.

The candidate will be responsible for managing service technicians, tracking complaints, maintaining spare-parts inventory and ensuring that customer service is completed efficiently and on time.

Key Responsibilities

- Manage and supervise all service technicians and their daily work.

- Coordinate and monitor customer service complaints, both at the service centre and at customer locations.

- Allocate service jobs to technicians and track their completion.

- Maintain proper records of pending, completed and repeat service complaints.

- Manage and maintain spare-parts inventory at the service centre.

- Keep proper records of spare parts received, issued, consumed and required.

- Identify spare-parts shortages and prepare requisition lists on time.

- Maintain service-related data and reports using Microsoft Excel.

- Prepare regular reports on technician performance, pending complaints, spare consumption and service status.

- Ensure technicians carry the required tools and spare parts for field service.

- Coordinate with the purchase/stores team whenever additional spare parts are required.

- Monitor technician productivity and ensure that service calls are completed within the required time.

- Maintain discipline, proper documentation and systematic processes within the service department.

- Handle service-related issues and escalate major problems to management when required.

Candidate Requirements

Essential:

- Must be very good at Microsoft Excel.

- Should have experience managing technicians/service teams.

- Should be comfortable maintaining inventory and spare-parts records.

- Must be highly organised and systematic.

- Should have strong follow-up and coordination skills.

- Must be willing to work hard and take responsibility.

- Should be capable of handling multiple service issues simultaneously.

- Good communication skills are required.

- Prior experience in electronics, electrical appliances, home appliances or consumer durable service will be preferred.

What We Are Looking For

We need someone who is not just a desk employee but can take complete ownership of the service department.

The ideal candidate should be:

✔ Highly organised

✔ Excellent with Excel

✔ Strong at planning

✔ Good at managing people

✔ Strong in follow-up

✔ Responsible and disciplined

✔ Willing to work hard

✔ Able to solve problems independently

Interested candidates can apply with their CV and details of their previous service-management experience.