Service Manager

Job overview:

Service Manager

What will you do? (Responsibilities):

• Lead & Manage Service Operations

• Oversee the daily operations of the service team, ensuring optimal performance and customer satisfaction.
• Develop and implement service strategies, preventive maintenance schedules, and operational standards.
• Monitor service metrics, analyse performance trends, and initiate process improvements.
  

• Team Leadership & Development

• Establish the service function from scratch Lead by example with a strong work ethic, precision, and attention to detail in every task.
• Implement clear processes for task allocation, service tracking, and performance monitoring.
• Provide continuous skill development through structured training on machine installation, calibration, troubleshooting, and preventive maintenance.
• Build a high-accountability culture where issues are resolved on the

  first visit

  and follow-ups are proactive, not reactive.
• Motivate and retain talent through recognition, growth opportunities, and clear performance goals.
  

• Customer Service Excellence

• Treat the customer as the ultimate priority — ensuring every action aligns with delivering exceptional service.
• Act as the final escalation point for critical issues, personally ensuring swift, effective resolutions.
• Oversee flawless machine installation and commissioning, with precise calibration tailored to client taste and operational requirements.
• Maintain constant communication with customers during service interventions, ensuring transparency and trust.
• Implement a structured feedback loop to capture insights, improve processes, and elevate the customer experience.
  

• Technical Expertise & Support

• Diagnose and resolve complex mechanical, electrical, and software-related issues in automated vending machines.
• Replace faulty components and ensure machines meet operational standards.
• Train customers and client staff on machine operation, cleaning, and basic troubleshooting procedures.
  

• Inventory & Logistics Coordination

• Ensure critical spare parts, consumables, and tools are available when and where they are needed.
• Share accurate service forecasts, preventive maintenance plans, and breakdown trends to help logistics plan stocking and dispatch.
• Coordinate part requirements for urgent breakdowns, ensuring priority shipments to minimize customer downtime.
• Track part usage in collaboration with the logistics team to spot recurring failures and recommend preventive actions.
• Ensure smooth alignment between service schedules and part availability, enabling first-time-fix resolution for customers.
• Maintain open, proactive communication with logistics to avoid delays, stock-outs, or misallocations.

What do we need? (Requirements):

• 6–8 years of experience in service coordination/support for commercial or technical products.
• BE., in ECE / EEE / Mechanical Engineering.
• Prior experience handling field service for commercial products (e.g., industrial machines, electrical/electronic devices), preferably vending machines.
• Strong coordination, documentation, and communication skills.
• Ability to work under pressure and manage multiple service requests.

What will you enjoy? (Benefits):

• Innovative and hustler colleagues
• Experienced mentors
• Excellent learning and growth opportunities
• Competitive salary
• Employee friendly policies
• Frequent engagement activities with colleagues
• We are encouraged to take regular breaks, and breaks are always powered by food, snacks, and beverages.