Service Manager

Company Name: Angelina Enterprises

Position: Service Manager

Department: Customer Service & Technical Support

Job Type: Full-Time

Job Overview

Angelina Enterprises is looking for a responsible and proactive Service Manager to manage the service engineering team and ensure timely resolution of customer complaints. The candidate will be responsible for coordinating with service engineers, monitoring service activities, handling customer grievances, and ensuring customer satisfaction.

Key Responsibilities

- Manage and coordinate the company's service engineers and technicians.

- Assign service requests and customer complaints to the respective service engineers.

- Monitor daily service activities and ensure timely completion of service tasks.

- Handle customer complaints related to machinery installation, operation, maintenance, and technical issues.

- Coordinate between customers and service engineers to ensure quick problem resolution.

- Follow up with customers after service visits to ensure satisfaction.

- Maintain records of customer complaints, service requests, pending cases, and resolved issues.

- Track service engineers' performance, attendance, and daily work reports.

- Ensure proper installation, maintenance, and after-sales support for company machinery.

- Escalate major technical issues to senior management whenever required.

- Maintain good customer relationships and improve the overall after-sales service experience.

Required Skills & Qualifications

- Graduate in any discipline (technical background preferred).

- Experience in customer service, service management, or team handling will be an advantage.

- Good communication and coordination skills.

- Ability to manage a team of service engineers.

- Strong problem-solving and complaint-handling abilities.

- Basic knowledge of machinery and technical services is preferred.

- Proficiency in MS Excel, email, and basic computer operations.

- Responsible, organised, and capable of handling multiple tasks.

Key Performance Indicators (KPIs)

- Timely resolution of customer complaints.

- Efficient management of service engineers.

- Customer satisfaction and feedback.

- Reduction in pending service complaints.

- Proper tracking and reporting of daily service activities.

Ideal Candidate

We are looking for someone who can efficiently manage the service team, take ownership of customer complaints, coordinate technical support, and ensure a smooth after-sales service experience for Angelina Enterprises customers.