The Service Manager is responsible for managing all post-handover service activities, customer complaints, warranty claims, maintenance requests, and service operations. The role ensures that customers receive prompt, professional, and effective after-sales support while maintaining high service standards and customer satisfaction.
The Service Manager leads the service team, coordinates with execution, production, procurement, and vendors, and ensures timely resolution of all service requests in accordance with company Service Level Agreements (SLAs)
Key Responsibilities
After-Sales Service Management
Manage all post-handover service requests for residential and commercial projects.
Ensure customers receive timely and professional support throughout the warranty and post-warranty period.
Establish and monitor service response and resolution timelines.
Ensure all service commitments are fulfilled as per company policies.
Customer Complaint Resolution
Act as the primary escalation point for service-related customer concerns.
Analyze complaints, identify root causes, and implement corrective actions.
Maintain transparent communication with customers regarding service progress.
Ensure every complaint is resolved with minimal disruption and high customer satisfaction.
Service Operations
Plan and schedule daily service visits.
Assign service engineers and technicians based on priority, location, and workload.
Monitor productivity and ensure timely completion of service jobs.
Optimize travel routes and resource utilization for efficient service delivery.
Warranty & Maintenance Management
Manage warranty claims for modular furniture, hardware, accessories, civil works, electrical, plumbing, and finishes.
Verify warranty eligibility before approving service work.
Coordinate preventive maintenance and Annual Maintenance Contracts (AMCs), where applicable.
Maintain warranty records and service history for each project.
Team Leadership
Lead, mentor, and supervise Service Engineers, Service Coordinators, and Technicians.
Allocate responsibilities and monitor individual performance.
Conduct regular training on customer handling, technical troubleshooting, and company SOPs.
Foster a culture of accountability, responsiveness, and continuous improvement.
Cross-Functional Coordination
Coordinate with Project Managers, Design, Production, Procurement, Warehouse, and Vendors to resolve service issues.
Arrange replacement materials, spare parts, or technical support when required.
Ensure seamless coordination between departments to minimize service delays.
Quality Improvement
Conduct root cause analysis for recurring service issues.
Recommend improvements in design, materials, manufacturing, and installation processes to reduce future complaints.
Share service feedback with relevant departments for continuous quality enhancement.
Documentation & Reporting
Maintain records of service requests, customer complaints, warranty claims, and resolutions.
Track service KPIs and prepare daily, weekly, and monthly MIS reports.
Maintain service history for every completed project.
Ensure proper documentation of customer approvals and service completion reports.
Vendor & Contractor Coordination
Coordinate with external vendors and contractors for specialized service work.
Monitor vendor response times and service quality.
Verify completed work before customer sign-off.
Evaluate vendor performance and recommend improvements where necessary.
Required Skills & Competencies
Strong knowledge of residential and commercial interior execution.
Excellent customer relationship and conflict resolution skills.
Leadership and team management capabilities.
Strong planning, scheduling, and organizational skills.
Good understanding of modular furniture, civil works, electrical, plumbing, and finishing works.
Analytical thinking with strong problem-solving abilities.
Ability to manage multiple service requests simultaneously.
Software Proficiency
Microsoft Excel
Google Workspace / Microsoft Office
CRM or Service Management Software
ERP Systems (Preferred)
Experience & Qualifications
Bachelor's Degree/Diploma in Civil Engineering, Interior Design, Architecture, Construction Management, or a related field.
2-4 years of experience in interior project execution or after-sales service management.
Minimum 2 years of experience leading a service or maintenance team is preferred.
What We Expect
Deliver exceptional post-handover customer service.
Resolve complaints quickly, professionally, and permanently.
Lead the service team with accountability and a customer-first mindset.
Drive continuous improvements by reducing recurring service issues.
Protect and strengthen the company's reputation through outstanding after-sales support.
Contact HR
Harshitha
[email protected]
9364895322
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Flexible schedule
- Leave encashment
- Provident Fund
Work Location: In person
