Service In-charge

Job Summary:

The Service In-Charge is responsible for overseeing the day-to-day operations of the service department to ensure high-quality service delivery and customer satisfaction. This role involves managing a team of technicians or service staff, coordinating service schedules, handling customer issues, and maintaining service records. The Service In-Charge ensures that all service activities comply with company standards, safety regulations, and customer expectations. Strong leadership, problem-solving abilities, and a customer-focused mindset are essential for success in this role.

Qualification: Bachelor’s/Diploma in Engineering/ Business Administration, or relevant field.

Experience: Minimum 3-6 Years Experience in same field

✅ Key Responsibilities:

• Team Supervision & Management
• Supervise service staff (technicians, customer service reps, support staff).
• Assign daily tasks and monitor performance.
• Train new team members and conduct regular skill assessments.
• Customer Service & Relationship Management
• Handle escalated customer complaints and ensure timely resolution.
• Maintain strong relationships with key clients to ensure repeat business.
• Ensure service delivery meets or exceeds customer expectations.
• Service Operations
• Schedule and monitor service jobs, ensuring timely and quality completion.
• Maintain service records, job cards, and ensure proper documentation.
• Monitor inventory levels for spare parts and tools.
• Quality Control
• Implement and oversee quality checks for service jobs.
• Ensure adherence to company standards, safety protocols, and compliance policies.
• Analyze service failures and implement corrective actions.
• Reporting & Documentation
• Prepare daily, weekly, and monthly service performance reports.
• Track key performance indicators (KPIs) such as turnaround time (TAT), customer satisfaction scores, and service revenue.
• Report issues and improvement areas to upper management.
• Coordination
• Coordinate with other departments such as Sales, Inventory, and Finance to streamline service activities.
• Liaise with vendors and suppliers for parts, tools, or outsourced services.

Key Competencies:

• Leadership & team management
• Customer orientation
• Time management
• Attention to detail
• Analytical thinking
• Process improvement mindset

Job Type: Full-time

Benefits:

• Life insurance
• Provident Fund

Education:

• Bachelor's (Preferred)

Location:

• Kozhancheri, Kerala (Required)

Work Location: In person