We are seeking an experienced and customer-focused Service Manager to lead our service department. The ideal candidate will be responsible for overseeing daily service operations, managing service teams, ensuring customer satisfaction, and driving service revenue growth. This role requires strong leadership, problem-solving skills, and a solid understanding of after-sales processes.
Key Responsibilities:
- Oversee the day-to-day operations of the service department, including scheduling, quality control, and customer interactions.
- Supervise and guide service technicians, support staff, and customer service executives.
- Ensure timely and effective resolution of customer complaints, queries, and service requests.
- Monitor service performance metrics, turnaround times (TAT), and customer satisfaction levels.
- Coordinate with the sales and product teams to understand customer feedback and drive improvements.
- Develop and implement service procedures, standards, and policies.
- Manage warranty claims, service contracts, and vendor coordination where applicable.
- Maintain inventory of service tools, spare parts, and consumables.
- Train and upskill service staff to improve technical and customer handling capabilities.
- Prepare weekly/monthly service reports for management review.
