Job
Description
Job Objective: We are looking for a results-driven Service Manager to oversee and optimize our after-sales service operations, focusing on SLA compliance, partner coordination, and customer satisfaction. The ideal candidate will have a telecom, networking, or IT background , bringing product understanding that supports service coordination for IT assets, without being involved in hands-on repair or technical maintenance. Key Responsibilities: Manage service metrics including TAT, CSAT, NPS, OTD, SLA compliance, RCA, and escalation management. Supervise and monitor the performance of internal and third-party service centers (ASCs). Drive service initiatives to enhance customer experience, standardize processes, and improve cost efficiency. Manage AMC operations, field coordination, and ensure timely service delivery through partners. Collaborate with Sales, Inventory, and Support teams to ensure alignment between service operations and business goals. Oversee service documentation, reporting, audits, and compliance with operational standards. Promote digital adoption (e.g., CRM tools, mobile apps) to track and streamline service performance. Lead service reviews, vendor evaluations, and continuous process improvement initiatives using frameworks like Lean or 5S. Monitor service-related costs and help meet profitability and customer retention targets. Preferred Candidate Profile: Between 8-10 years of experience Background in telecom, networking, or IT industries is essential, to ensure familiarity with the nature of products being serviced. Experience handling AMCs, SLAs, vendor coordination, escalation management, and performance reporting. B.Tech in Electronics, IT, or related fields; MBA/PGBDA preferred. Strong communication, coordination, and documentation skills.
