Service Manager

Company Description DACS is an Indian consumer electronics brand founded in 2016 with a mission to offer premium-quality home electronics at affordable prices. Initially focused on televisions and audio systems, the company has expanded into categories such as smart TVs and air conditioners, with a strong emphasis on value-for-money products in the budget and mid-range segments. Driven by innovation, robust R&D, and advanced computer science technologies, DACS designs products that prioritize user experience and customer satisfaction. Through its direct-to-consumer website, DACS serves over 19,000 pin codes across India and is deeply committed to reliable after-sales service supported by highly trained technicians.

Role Description The Service Manager role at DACS is a full-time, on-site position based in the Mumbai Metropolitan Region. The Service Manager is responsible for overseeing end-to-end after-sales service operations, including managing service centers, coordinating field technicians, and ensuring timely resolution of customer issues for products such as televisions, audio systems, smart TVs, and air conditioners. This role involves monitoring service performance metrics, implementing process improvements, and maintaining high standards of customer satisfaction. The Service Manager will collaborate with internal teams such as operations, product, and R&D to address recurring issues, optimize service policies, and support new product launches. The position also includes managing service budgets, vendor relationships, and compliance with company guidelines and regional regulations.

Qualifications

· Strong experience in service operations, after-sales management, or customer support within consumer electronics or related industries.

· Proficiency in coordinating field service teams, managing technicians, and overseeing service centers or partner networks.

· Skills in process improvement, service quality monitoring, and using data or KPIs to drive performance and efficiency.

· Ability to handle escalations, resolve complex customer issues, and maintain a customer-centric approach.

· Experience working with CRM or service management systems and basic proficiency in MS Office or similar tools.

· Excellent communication, interpersonal, and stakeholder management skills.

· Proven capability to work on-site in a fast-paced environment and manage multiple priorities.

· Bachelor’s degree in engineering, business, or a related field; an MBA or relevant professional certification in service management is an advantage.

· Knowledge of the Indian consumer electronics market and familiarity with TV, audio, smart devices, and AC product categories is beneficial.