Key Responsibilities
Service Operations Management
- Oversee day-to-day service operations, ensuring timely and quality service delivery.
- Monitor service KPIs including TAT (turnaround time), first-time resolution, and customer satisfaction scores (CSAT).
- Coordinate with technical teams for troubleshooting, escalations, and root cause analysis.
Team Management & Development
- Lead, mentor, and manage a team of service engineers, technicians, or customer support personnel.
- Define performance goals and conduct regular reviews.
- Facilitate training and upskilling programs for the service team.
Customer Relationship Management
- Act as a point of contact for key customers regarding service-related issues and escalations.
- Conduct regular service reviews with clients to gather feedback and ensure SLA adherence.
- Drive initiatives to improve customer experience and service quality.
Service Planning & Execution
- Plan and forecast service workloads, resource allocation, and spare parts requirements.
- Ensure adherence to preventive maintenance schedules and AMC (Annual Maintenance Contract) commitments.
- Optimize service processes through automation and lean practices.
Cost & Warranty Management
- Monitor and control service costs, warranty claims, and resource utilization.
- Coordinate with product, procurement, and finance teams to manage warranty budgets and claims processing.
Compliance & Reporting
- Ensure compliance with safety, quality, and operational standards.
- Prepare and present periodic service performance reports to senior leadership.
- Implement and audit SOPs for all service-related activities.
