Assistant Manager/ Manager- Service

Knowledge, Skills &

Abilities:

Knowledge:

Lead team towards achieving customer satisfaction

To maintain adherence to SOP

Handling all technical issues within the said TAT

Help resolve problems through technical & non technical insights

Skills:

Good Leadership and Team management skills

Good analytical & problem solving skills

Effective Verbal & written communication skill

Good computer knowledge to understand and run service software

Qualifications:

Experience:

B.E/B.Tech (Mechanical, Electronics, Electrical, EEE, Instrumentation or relevant

fields) - Minimum

2+ years of experience

Duties &

Responsibilities

through the team

assigned:

Operation:

Appointment of new Technicians

Taking care of breakdown and maintenance of machines

Data collection of machine nos.

Controlling cost, allocating resources as per priorities and company

requirements.

Handling service data to report to the higher authorities.

Machines and Spares planning

Refurbishment Planning

Monitoring all Service Activities

Interacting with R&D on machine development

Financial:

Provide excellent customer service

Manages the Client Service Coordinators (creates staff schedules, manage

workflow, handles staffing and employee issues, enforces departmental

policy and procedures)

Accurately performs registration process for new and existing clients

Schedules appointments according to established procedures

Make reminder calls to clients

Meets agency participatory expectation

Assure that staff is provided with proper training, instruction, tools, and

methods to perform their jobs

. Lead and motivate staff in handling change, building trust, and partnership.

Encourage and build a team environment

Perform timely performance evaluations, as well as appropriate disciplinary

actions. Evaluate all Customer Service Staff on communication skills and

technical knowledge

Ensure that all Customer Service Representatives have up-to-date benefit

information

Ensure Customer Service follow-up methods and procedures are complete

and meet time standards

Develop and train senior staff to provide a high level of support

Create method to provide feedback and Quality Assurance on identified

errors

Assist with Client Services as needed

Capture and report on all Customer Service measurements, production, and

turnaround time metrics

Lead Team

Competencies

Excellent Customer Centricity

Should lead through example

Should have Growth oriented mindset

Should contribute to Process excellence

Should be Commercially savvy