We are looking for an experienced and process-driven Service Manager to lead and streamline our after-sales service operations across Mumbai, Delhi, and Bangalore. The ideal candidate will be responsible for managing service teams, coordinating customer service requests, monitoring service performance, and ensuring timely resolution of service issues.
This role requires a strong leader who can establish standardized service processes, implement best practices, define service workflows, and build an efficient service management system while delivering an excellent customer experience.
Key Responsibilities
- Lead and manage the after-sales service operations across multiple locations.
- Supervise, mentor, and manage service engineers and technicians to ensure efficient service delivery.
- Develop and implement standardized service processes, SOPs, and service policies across all locations.
- Establish KPIs and service performance metrics, and monitor team productivity and service quality.
- Coordinate and manage customer service requests from initiation to closure.
- Assign service jobs to technicians and monitor progress to ensure timely completion.
- Act as the primary point of contact for customers regarding service updates, escalations, and issue resolution.
- Coordinate closely with Sales, Projects, Procurement, and Management for seamless execution of service activities.
- Monitor pending service calls and ensure prompt closure within committed timelines.
- Manage spare parts inventory, forecast requirements, and coordinate procurement, including imports from OEMs.
- Maintain accurate service records, reports, and dashboards for management review.
- Analyze recurring service issues and implement corrective and preventive actions.
- Continuously improve service response times, customer satisfaction, and operational efficiency.
- Drive process improvements and ensure consistent service standards across all service locations.
Qualifications & Skills
- Bachelor's Degree or Diploma in Engineering, Operations, Business Administration, or a related field.
- 4-6 years of experience in service management, customer service operations, field service, or after-sales service.
- Proven experience in leading and managing service teams.
- Demonstrated experience in implementing service processes, SOPs, and operational improvements.
- Strong leadership, planning, problem-solving, and decision-making abilities.
- Good knowledge of inventory and spare parts management.
- Ability to manage multiple service activities and cross-functional teams across different locations.
- A process-oriented mindset with the ability to establish systems and drive operational excellence.
Pay: ₹35,000.00 - ₹50,000.00 per month
Application Question(s):
- How many years of experience do you have in service management?
- Have you implemented any service processes or SOPs?
- How many team members have you managed?
- What is your Current Location?
- What is your Current CTC?
- What is your Salary Expectation?
- What is your notice Period?
Work Location: In person
