Service Center Manager

Job Title: Service Center Manager

Company name:

Department:

Job Summary:

The Service Center Manager is responsible for overseeing the daily operations of the service center, ensuring efficient customer service delivery, managing service staff, and maintaining high standards in repair and maintenance work. The role involves optimizing productivity, improving customer satisfaction, and ensuring compliance with company policies and safety standards.

Key Responsibilities:

• Manage the overall operation of the service center, including staff scheduling, workflow management, and customer service.
• Lead, train, and supervise service technicians, front desk staff, and support personnel.
• Monitor and improve service processes to ensure timely and accurate service delivery.
• Handle customer escalations and resolve service-related issues promptly and professionally.
• Track service center KPIs such as turnaround time, customer satisfaction, cost control, and parts utilization.
• Ensure the facility and equipment are maintained in good working order and meet safety and cleanliness standards.
• Manage inventory levels and coordinate with supply chain teams for parts and materials.
• Prepare and analyze operational reports to identify areas for improvement.
• Maintain compliance with company policies, industry regulations, and health and safety standards.
• Collaborate with sales, technical, and logistics teams to ensure end-to-end service quality.

Qualifications & Skills:

• Bachelors degree in Business Administration, Engineering, or related field (preferred).
• 5+ years of experience in service center or operations management.
• Strong leadership and people management skills.
• Excellent problem-solving and conflict resolution abilities.
• Knowledge of service industry standards, tools, and processes (e.g., CRM, ERP, diagnostics).
• Strong customer service orientation and communication skills.
• Proficiency in MS Office; knowledge of service management software is a plus.
• Ability to multitask, prioritize, and make data-driven decisions under pressure.

Working Conditions:

• Office and workshop/service bay environment.
• May require occasional travel to other service centers or customer sites.
• Occasional overtime or weekend work may be required.

Performance Metrics:

• Customer Satisfaction Score.
• Service turnaround time.
• Revenue growth and cost management.
• Employee productivity and retention.
• Compliance with quality and safety standards.

Interested Candidate please share your CV to manasi.patil@punepm.com