Service Manager

Key Responsibilities

Service Operations Management

• Oversee day-to-day service operations, ensuring timely and quality service delivery.
• Monitor service KPIs including TAT (turnaround time), first-time resolution, and customer satisfaction scores (CSAT).
• Coordinate with technical teams for troubleshooting, escalations, and root cause analysis.

Team Management & Development

• Lead, mentor, and manage a team of service engineers, technicians, or customer support personnel.
• Define performance goals and conduct regular reviews.
• Facilitate training and upskilling programs for the service team.

Customer Relationship Management

• Act as a point of contact for key customers regarding service-related issues and escalations.
• Conduct regular service reviews with clients to gather feedback and ensure SLA adherence.
• Drive initiatives to improve customer experience and service quality.

Service Planning & Execution

• Plan and forecast service workloads, resource allocation, and spare parts requirements.
• Ensure adherence to preventive maintenance schedules and AMC (Annual Maintenance Contract) commitments.
• Optimize service processes through automation and lean practices.

Cost & Warranty Management

• Monitor and control service costs, warranty claims, and resource utilization.
• Coordinate with product, procurement, and finance teams to manage warranty budgets and claims processing.

Compliance & Reporting

• Ensure compliance with safety, quality, and operational standards.
• Prepare and present periodic service performance reports to senior leadership.
• Implement and audit SOPs for all service-related activities.