Job
Description
Job Type - Permanent Min. Education - B- Tech/Diploma Electrical /Polymers/CIPET Age - 30-35 years Work Exp. - 8 - 10 years Salary - 8- 12 Lacs. Job Location - Delhi , NCR. Job Description We are seeking a Service Manager , candidate should be professionally responsible for managing service complaints & installations at the customer’s site. This role will have the following key responsibilities areas: Primary Responsibilities:- Address and resolve customer complaints promptly and effectively, ensuring satisfaction and strong relationships. Handle escalated customer issues requiring higher-level attention, ensuring timely resolution. Support service engineers in resolving complaints and ensuring quick, high-quality service delivery. Delegate tasks, monitor progress on customer complaints, and manage the service team to achieve objectives. Log, track, and report all complaints to senior management. Maintain professional communication with customers to resolve concerns and foster repeat business. Review and improve customer service processes to minimize complaints and enhance service quality. Keep customers informed throughout the resolution process, explaining the steps taken to address their concerns. Manage communication between customers and relevant departments to ensure smooth resolution. Monitor service delivery timeliness and quality. Ensure all team members accurately log customer interactions in the CRM. Lead, motivate, and provide training opportunities for the service team. Develop and implement effective service procedures and policies. Allocate resources effectively to optimize service delivery. Collaborate with other departments to address customer issues and improve service processes. Key Deliverables : Maintain high satisfaction scores through timely complaint resolution, ensuring efficient and effective service delivery. Achieving customer satisfaction and optimizing service operations. Take ownership of customer’s issues and follow problems through to resolution. Effectively manage and resolve escalated complaints, reducing the frequency of issues requiring higher-level attention. Consistently deliver high-quality service, measured by customer feedback, service reports, and internal quality assessments Providing mentoring, training, and motivating service staff, as well as managing their performance and workload. Ensure smooth communication between teams, departments, and customers. To ensure adherence to company’s policies and SOP’s. Preparation of regular reports on service performance and activities, providing insights for the management. Ensure 100% CRM log accuracy by all team members. Reporting to: General Manger - Sales & Service Company Profile - Aerodry founded in 1998 have Joint venture with Ferlin Plastics Automation BV, Netherland for the manufacturing of advanced Plastics Auxiliary equipment’s and Automation Solutions such as Raw material handling , conveying, drying, dehumidifying, blending, loss in weight systems, Mould temperature Controllers, water chilling plants and complete turnkey process automation solutions. We are undergoing a major expansion, adding new manufacturing facility at Greater Noida in addition to its existing manufacturing facilities at Noida, Our Plastics Auxiliary Equipment and system solutions are widely used for Polymer and Plastic processing in various industry segment applications ie Automotive, White goods, Medical plastics, Rigid and flexible packaging films sheets, woven and non-woven extrusion , automotive components, consumer durables, toys, consumer health care products, compounding and recycling etc. We have created a large customer base with successful references in almost each industry segment of plastic processing .
