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Wahl Clipper Corporation
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Service Manager

Service Manager

Wahl Clipper Corporation

10 - 15 years

8 - 9 Lacs

Mumbai

Posted:1 day ago| Platform:

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Skills Required

Service management Claims Process improvement Billing Customer support HTML Customer service CRM Logistics Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a detail-oriented and proactive Service Manager for Wahl India to lead and optimize our nationwide service operations. The ideal candidate will bring strong operational expertise, a customer-first mindset, and the ability to manage multiple stakeholders across a dynamic service environment.

This role involves overseeing all aspects of service management, including coordinating with service teams, handling customer complaints and escalations, supporting the team with repairs and warranty processes, ensuring spare parts availability to maintain smooth operations across the service network, and managing the service billing cycle.

The role demands strong leadership skills and a deep understanding of service operations to drive customer satisfaction, service excellence, and operational efficiency.

The role reports to the Operations Manager-India.

Location: Mumbai (Goregaon)

Key Responsibilities:

Service Operations Management: Oversee the day-to-day operations of the service team, ensuring efficient service delivery to customers. Manage authorized service partners and ensure adherence to service standards.
Customer Satisfaction: Ensure high levels of customer satisfaction by addressing service issues promptly and maintaining a high-quality standard of repairs and service delivery.
Team Leadership: Lead, coach, and develop the service team to enhance performance, productivity, and customer service. Manage team schedules, training, and performance evaluations.
Service Network Management: Manage and expand the network of service partners, ensuring timely and effective service across all regions. Monitor and evaluate the performance of authorized service centers (ASC).
Repair Management: Oversee the technical aspects of service, ensuring that all repairs are completed within specified timelines, with high-quality standards and minimal rework.
Inventory Management: Ensure efficient management of service-related spare parts and tools. Monitor inventory levels and coordinate with the logistics team to ensure timely replenishment.
Warranty Management: Manage warranty claims and ensure timely documentation and submission to meet company standards. Monitor warranty trends and provide feedback for continuous improvement.
CRM and Reporting: Utilize the CRM system to track service jobs, customer interactions, and warranty claims. Generate regular reports on service performance, customer satisfaction, and key service metrics.
Cost Control: Implement cost-saving strategies while maintaining service quality. Ensure that service operations stay within budget and identify areas for cost optimization.
Process Improvement: Identify and implement process improvements to enhance service delivery and efficiency. Drive initiatives that lead to improved service response time and repair quality.
Collaboration with Other Departments: Work closely with the product, logistics, and customer support teams to ensure seamless service execution. Collaborate with the marketing team to address customer feedback and service-related communications.
Desired Skills & Qualifications:
Masters \/bachelors degree (technical or business preferred)
10+ years of professional experience in managing customer service operations.
Industry preference: Consumer durables, appliances, personal care, or grooming tools
Strong understanding of after-sales service, customer care, and repair management
Excellent leadership, communication, and problem-solving skills
Ability to manage complexity, multitask, and deliver under pressure
Experience with CRM systems and service operations software

Competencies:

Ensures Accountability

Holding self and others accountable to meet commitments and achieve results.

Plans and Aligns

Prioritizing work to meet commitments aligned with organizational goals.

Manages Complexity

Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.

Develops Talent

Develop people to meet both their career goals and the organizations goals.

Courage

Stepping up to address difficult issues, saying what needs to be said.

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INR 8 - 9 Lacs

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Wahl Clipper Corporation

Manufacturing

Sterling IL

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Service Manager