Job Purpose
To manage and oversee service operations across the assigned geographical zone, ensuring timely complaint resolution, effective deployment of service engineers, customer satisfaction, and adherence to defined service standards. The role involves managing field service activities, customer escalations, spare parts availability, installations, and service performance reporting to ensure efficient after-sales service delivery
Role & responsibilities
A. Service Operations Management
- Oversee day-to-day service operations and service engineers across the assigned zone.
- Ensure timely allocation of service requests and effective utilization of manpower.
- Monitor field visits, site coverage, installations, and preventive or corrective maintenance activities, wherever applicable.
- Ensure service operations are carried out in accordance with company policies and defined service standards.
B. Complaint Management and Resolution
- Ensure customer complaints are logged, assigned, tracked, and closed within the agreed Turnaround Time (TAT).
- Monitor pending complaints and take corrective action to minimize delays and repeat complaints.
- Follow the defined escalation matrix for unresolved or critical service issues.
- Coordinate with internal teams to ensure effective and timely resolution of customer concerns.
C. Customer Relationship Management
- Handle customer escalations and maintain regular communication with key customers.
- Ensure a high level of customer satisfaction through prompt service and effective issue resolution.
- Build and maintain strong professional relationships with customers and stakeholders across the assigned zone.
- Identify recurring customer concerns and recommend measures to improve service quality.
D. Team Management and Development
- Supervise, guide, and monitor service engineers and other field service personnel.
- Track attendance, field deployment, productivity, and service performance.
- Conduct regular reviews and provide guidance to improve team efficiency and service delivery.
- Identify training requirements and ensure service personnel are adequately trained on products, processes, and customer handling.
E. Spare Parts and Installation Management
- Monitor spare parts availability and coordinate with relevant teams to ensure timely availability of required materials.
- Oversee installation and commissioning activities, ensuring adherence to quality and safety standards.
- Coordinate with the warehouse, logistics, and technical teams to resolve material-related service delays.
- Ensure proper utilization of spare parts and adherence to applicable documentation and reporting procedures.
F. MIS and Performance Reporting
- Prepare and share daily, weekly, and monthly service performance reports with management.
- Track key performance indicators, including complaint closure TAT, pending complaints, repeat complaints, engineer productivity, and customer satisfaction.
- Analyse service performance trends and identify areas for improvement.
- Maintain accurate records of service requests, customer escalations, field activities, and complaint closures.
Preferred candidate profile
The ideal candidate should have hands-on experience managing geographically distributed service operations, handling customer escalations, supervising field engineers, and ensuring timely complaint closure. Experience in technical products, water solutions, water purifiers, RO systems, plumbing products, or related after-sales service industries will be an added advantage.
