Role OverviewThe Branch Service Manager will be responsible for leading end-to-end service operations at the branch level, driving service revenue, and ensuring high customer satisfaction. This is a leadership role requiring strong experience in managing service teams, franchisee networks, and service KPIs.
Key Responsibilities
- Lead complete service operations for the assigned branch/territory
- Drive service revenue through AMC, spares, and value-added services
- Manage service network including service partners, franchisees, and technicians
- Ensure achievement of service KPIs such as TAT, first-time fix rate, and customer satisfaction
- Handle critical customer escalations and ensure timely resolution
- Monitor branch performance, analyze MIS reports, and implement improvement plans
- Ensure availability and management of spare parts and inventory
- Conduct regular audits, training, and performance reviews of service teams
- Coordinate with sales and other internal teams for seamless customer experience
- Drive process improvements and operational efficiency at the branch level
