Service Manager- After Sales

Job Summary:

The Service Head will be responsible for ensuring customer satisfaction and issue resolution by managing escalations, conducting root cause analyses, and maintaining strong communication with clients. The role demands a combination of technical understanding, problem-solving skills, and relationship management to drive customer success and retention.

Key Responsibilities:

1. Escalation Management & Customer Communication

• Act as the primary point of contact for all customer escalations and ensure timely resolution.

• Communicate proactively with customers regarding issue status, updates, and resolutions.

• Coordinate with cross-functional teams (Operations, Service, Engineering, and Product) to address client concerns.

• Maintain a structured escalation matrix and track resolution timelines to ensure SLAs are met.

• Build and nurture strong customer relationships through regular interactions and feedback sessions.

2. Root Cause Analysis (RCA)

• Lead post-incident reviews to identify the underlying cause of issues and prevent recurrence.

• Collaborate with technical and process teams to document and implement corrective and preventive actions (CAPA).

• Present RCA reports to customers and internal leadership, ensuring transparency and accountability.

• Maintain a database of recurring issues and drive continuous improvement initiatives.

3. Technical Acumen

• Possess strong technical understanding of company products, services, and workflows.

• Translate technical information into customer-friendly communication and vice versa.

• Work closely with technical teams to ensure accurate issue diagnosis and resolution.

• Train and guide junior team members on handling basic technical queries and escalations.

4. Performance Monitoring & Process Improvement

• Track customer KPIs such as uptime, service response time, and resolution rates.

• Identify process gaps and suggest enhancements to improve customer experience.

• Support implementation of new tools or systems that enhance service delivery and communication efficiency.

kills & Competencies:

• Excellent communication and interpersonal skills.

• Ability to manage critical customer situations under pressure.

• Technical proficiency in understanding product functionality and troubleshooting.

• Experience with CRM or ticketing systems (Zoho).

• Strong documentation and reporting skills.

Qualifications & Experience:

• Bachelor's degree in Engineering, or a related field.

• 5–10 years of experience in Customer Success, Service Operations, or Technical Account Management.

• Proven experience handling customer escalations and conducting root cause analyses.

• Background in Manufacturing, Automation, Appliances or Technical Services preferred.