Service Manager

Job Title: Service Manager:

We are seeking an experienced and customer-focused Service Manager to lead the service department, ensure high service standards, manage technical teams, and maintain strong customer relationships. The role involves overseeing service operations, improving service efficiency, and driving customer satisfaction and revenue growth.

1. Service Operations Management

• Oversee daily service activities and ensure timely resolution of service requests.
• Develop and implement service procedures and SOPs.
• Monitor service performance metrics (TAT, first-time fix rate, etc.).
• Ensure service targets and KPIs are achieved.

2. Team Leadership

• Lead, train, and supervise service engineers/technicians.
• Allocate service calls and manage scheduling.
• Conduct performance evaluations and skill development programs.
• Maintain discipline and motivate the team.

3. Customer Relationship Management

• Act as escalation point for customer complaints.
• Ensure high levels of customer satisfaction.
• Maintain strong relationships with key clients.
• Oversee AMC (Annual Maintenance Contract) management and renewals.

4. Technical & Quality Control

• Ensure proper troubleshooting and quality of service delivery.
• Review service reports and documentation.
• Implement corrective and preventive actions for recurring issues.

5. Inventory & Spare Parts Management

• Monitor spare parts inventory and coordinate with stores/procurement.
• Control warranty claims and returns.

6. Reporting & Financial Management

• Prepare service performance reports and MIS.
• Monitor service revenue, cost control, and profitability.

Support budgeting and forecasting for the service department.