Service Manager

Job Title: Service Manager Location: Kolkata, India Department: Service & Customer Support Reporting to: Director – Operations Role Overview The Service Manager will oversee Tempcon’s service operations, ensuring timely and high quality support for customers. The role includes handling service calls, supervising service engineers, coordinating logistics for service work, and managing spare parts sales. The ideal candidate will have a technical background and 2–3 years of experience in service operations from industries like automobile, HVAC, pumps, or compressors. Key Responsibilities 1. Service Operations Management • Attend to all incoming service calls and ensure quick resolution. • Allocate jobs to service engineers based on urgency, location, and skill set. • Monitor and ensure closure of service cases within set timelines. • Maintain accurate records of service activities using Google Sheets/CRM. 2. Team Coordination • Supervise and guide service engineers in field operations. • Support engineers with technical troubleshooting when required. • Coordinate training sessions to enhance technical and customer-handling skills. 3. Service Logistics • Plan and arrange tools, equipment, and spare parts for service jobs. • Coordinate with the logistics and stores teams to ensure timely dispatch and delivery. • Maintain minimum stock levels of fast-moving spare parts. 4. Spare Parts Sales • Identify spare part requirements during service visits. • Prepare and submit quotations to customers. • Achieve monthly spare parts sales targets through proactive upselling. 5. Customer Engagement & Reporting • Act as the first escalation point for unresolved customer issues. • Maintain good relationships with clients to improve repeat business. • Prepare monthly service performance reports for management.Key Skills & Competencies • Basic technical knowledge of mechanical/electrical systems (HVAC, pumps, compressors, automotive systems preferred). • Strong communication and problem-solving skills. • Ability to manage multiple service requests simultaneously. • Proficiency in MS Office, Google Sheets, and basic CRM tools. • Good coordination and follow-up abilities. Qualifications & Experience • Education: B.Tech / Diploma in Mechanical, Electrical, Refrigeration, or related technical field. • Experience: 2–3 years in service operations, preferably in automobile, HVAC, pump, or compressor industries. • Willingness to travel for client visits and site inspections. Performance Metrics • Service response & resolution time. • Spare parts sales performance. • Customer satisfaction rating. • Team productivity and job closure rate.