Service Manager

As a member of the service team in the electrical switchboard building industry, delivering exceptional after-sales service is paramount to ensuring customer satisfaction and the prosperity of the business. It is imperative to measure the team's performance using various Key Performance Indicators (KPIs) to gauge effectiveness and continually improve service quality. Some of the critical KPIs include: Response Time: Evaluating the duration taken by the service team to address customer inquiries, service requests, or reported issues is crucial. A swift response time is fundamental for enhancing customer satisfaction levels. Resolution Time: Monitoring the time required by the service team to resolve customer problems or service requests is essential. Efficient issue resolution contributes significantly to overall customer contentment. Customer Satisfaction (CSAT) Score: Gathering feedback from customers regarding their satisfaction with the service provided is vital. Regular surveys or feedback forms assist in measuring and enhancing customer satisfaction levels. First-Time Fix Rate: Assessing the percentage of service requests or issues resolved on the initial visit showcases the efficiency of the service team. A higher first-time fix rate signifies the team's effectiveness. Service Contract Renewal Rate: Tracking the percentage of customers renewing service contracts indicates customer confidence in the service team's performance. A high renewal rate reflects customer satisfaction. Preventive Maintenance Completion Rate: Monitoring the completion rate of scheduled preventive maintenance tasks ensures proactive measures are taken to prevent issues from occurring. Service Team Utilization: Evaluating the efficient utilization of the service team's time and resources is crucial for cost-effectiveness and productivity. Customer Retention Rate: Measuring the percentage of customers retained over a specific period demonstrates the team's ability to maintain long-term customer relationships effectively. Inventory Management: Tracking the availability of necessary spare parts and equipment for service requests ensures timely and efficient service delivery. Training and Certification: Ensuring service team members are adequately trained and certified to handle various service tasks is essential. Continuous training enhances service capabilities. Average Number of Service Calls per Technician: Monitoring the workload of individual service technicians helps in balancing workloads for effective coverage and timely responses. Contracted Service Level Agreement (SLA) Compliance: Evaluating the service team's compliance with SLAs outlined in service contracts is critical for customer satisfaction and meeting contractual obligations. Customer Complaint Resolution: Monitoring the effectiveness and timeliness of resolving customer complaints helps identify areas for improvement in service delivery. Up-selling and Cross-selling: Measuring the success rate of offering additional services or products during service interactions contributes to increased revenue and customer satisfaction. Safety Incidents: Monitoring and minimizing safety incidents related to service activities ensures a safe working environment for both service team members and customers. Regularly reviewing these KPIs enables the service team to identify areas for improvement, enhance customer satisfaction, and contribute to the overall success of the electrical switchboard building business. It is essential to adjust the KPIs based on the specific goals and challenges faced by the organization. This position is full-time and permanent, offering benefits such as health insurance, paid sick time, and paid time off. The work schedule is during the day shift, and the work location is in person.,