Service Manager

Job Summary:

The Service Manager is responsible for managing the service team, ensuring effective and timely maintenance, repair, and support. This role involves leading and coordinating service technicians, and Other department Team also responsible to Construct/Upgrade Service center as per requirement.

Key Responsibilities:

• Manage a team of service technicians/ (Inventory Team/6s Team/Technical Team/Supervisor Etc.
• Responsible for Audits of all Service Centre (Spare Parts Audit /CRM Audits etc.)and submit the report to HO every Quarterly.
• Also responsible to manage the Inventory (CRM Inventory & Physically Inventory, ESD Tools/Equipment Inventory Etc.
• Conduct performance evaluations /set goals/and provide training for team members.
• Ensure high levels of customer satisfaction through excellent Delivery within in One Hour TAT.
• Manage customer expectations and resolve service-related complaints.
• Prepare and present regular reports to management on service operations performance.
• Manage inventory of tools, parts, and supplies required for service operations.
• Act as the escalation point for any significant customer service issues
• Collaborate on new service initiatives and customer engagement strategies.
• Track and report key performance indicators (KPIs) such as response times, service completion rates, and customer satisfaction scores.
• Check Daily reports and take Corrective Action and identify the Area of Improvement.
• Check all claims are properly submitted by Service Team through V-Chat (Check all Invoices).
• Implementing a new process at all the SVC share by HO (CRM Process/Technical Process/6s Process etc.).
• Coordinate with other departments to resolve complex service issues.
• Regular meeting with HO Team Regarding New process/NPS/.

New Service Center Setup:

• Lead the planning and development of the new service center, including site selection, 3D designs, and layout

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• Coordinate with vendors to ensure the timely completion of the Site.
• All Invoices & PPT data need to submit to VIVO as per requirements.

Qualifications: -

• 3-5 years of experience in a service management role, ideally in a mobile.
• Technical knowledge of the equipment or assets being serviced.
• Excellent leadership and team management skills.
• Proficiency in service management software and tools.
• Minimum Diploma/Graduation in Electronics/Computer Science/Electrical is mandatory.

Working Conditions:

• Full-time position with potential for overtime during peak periods.
• Work is primarily conducted in a service Centre or similar environment.
• This role often requires travel to Service Centre  locations, managing service operations.