Service Manager

Job Objective:

Service Manager

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.