National Service Manager

Company Description

SUNRAYS IMAGE TECHNOLOGY PRIVATE LIMITED is a medical device company specializing in diagnostic imaging products such as MRI, CT, and Cathlab machines. As a leader in providing third-party services for high-end imaging products in India, SUNRAYS has established itself as a trusted service provider. The company is headquartered in Jaipur, Rajasthan, with branch offices in Delhi, Pune, Kolkata, Hyderabad, and Chennai.

Job Role:

A National Service Manager (NSM) profile involves leading service operations across multiple locations, focusing on team leadership, financial performance (P&L), client satisfaction, and operational efficiency, by setting strategy, monitoring KPIs, ensuring compliance (H&S, quality), driving continuous improvement, and acting as a key link between front-line teams and senior management. Able to manage budgets, develop staff, build client relationships, and ensure services meet contractual/company standards. 

Key Responsibilities:

• Team Leadership:

   Manage, train, and motivate regional managers, field engineers, and support staff.

• Operational Excellence:

   Develop and implement policies, procedures, and KPIs for service delivery, ensuring timely and profitable service.

• Customer Focus:

   Handle escalated issues, maintain key client relationships, and ensure satisfaction through proactive support.

• Strategic Planning:

   Align service operations with business goals, manage budgets, and contribute to overall strategy.

• Process Improvement:

   Analyze feedback, monitor metrics, and implement best practices for continuous improvement in service quality and efficiency.

• Contract & SLA Management:

   Develop service contract structures and manage Service Level Agreements (SLAs) with partners and customers. 

Essential Skills:

• Strong leadership, motivational, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset for monitoring performance and identifying gaps.
• Technical understanding relevant to the industry. 

Reporting & Scope:

• Reporting directly to Managing Director.
• Manages the entire national service function, often involving coordination with engineering, sales, and Service and Installation Team.