Job Title: Head - Service Engineer
Experience:9-11 years
Location: Delhi, Patparganj Industrial Area
Position Type: Full-Time
Company: Semco Infratech Pvt. Ltd.
About Us: Founded in 2006, Semco Infratech has established itself as the number 1 lithium-ion battery manufacturing and testing solution provider in the country. Headquartered in New Delhi, Semco Infratech is a part of the Semco Group and provides turnkey solutions for lithium-ion battery manufacturing and precision testing with a focus on harnessing the power of R&D to develop innovative, future-proof product requirements for end users. Our R&D provides intelligent solutions for lithium battery pack manufacturing and testing of advanced chemistry-based batteries. Our R&D is a testament to our belief in quality & innovation that serves as a vital component of our business strategy. Adding to our wide array of clients we have served industry leaders such as Okaya, LOG9, Exide, and AMARA RAJA.
Job Summary:
As the Head - Service Engineer, you will play a pivotal role in managing our service department, ensuring excellent customer service, and driving revenue through AMC, repairs, and service operations. Your responsibilities will also include optimizing service operations, setting quality standards, and fostering strong relationships with customers, suppliers, and third-party vendors. You will lead a team of dedicated professionals and drive continuous process improvement initiatives to elevate our service delivery.
Key Responsibilities:a
- Team Management: Lead and manage the service department team, including customer service representatives, technicians, and support staff. Ensure efficient handling of customer service interactions, reports, and repairs.
- Revenue Generation: Develop and implement strategies to drive revenue through Annual Maintenance Contracts (AMC), repairs, and services from clients.
- Service Operations: Oversee the service operations to ensure the provision of high-quality customer support and after-sales services. Formulate procedures and policies for the service staff to deliver exceptional service and support.
- Quality Standards: Establish and maintain quality standards for the service staff to adhere to in their daily duties.
- Process Improvement: Audit the work of the service department to identify inefficiencies and devise solutions. Collaborate with the IT team to automate redundant tasks, enabling the service staff to focus on improving customer interactions.
- Budget Management: Effectively manage the budget related to the company's service department.
- Metrics Monitoring: Track and monitor service metrics, such as response time, resolution rate, and customer feedback, to identify areas for improvement.
- Reporting: Prepare comprehensive reports detailing all the activities of the service department for senior management.
- Training: Train service staff on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution.
- Continuous Improvement: Develop and implement continuous process improvement initiatives, including workflow optimization, cost reduction, quality control, and service delivery improvement.
Qualifications:
- Bachelor's degree in Electrical engineering or electronics & communication is must
- Proven experience in service management, preferably in the automation or electrical products preferably B2B.
- Excellent leadership and team management skills.
- Strong problem-solving and analytical abilities.
- Exceptional communication and interpersonal skills.
- Ability to collaborate effectively with cross-functional teams.
- Proficiency in using service management software and tools.
Job Types: Full-time, Permanent
Pay: ₹70,000.00 - ₹80,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Provident Fund
Schedule:
Supplemental Pay:
- Commission pay
- Overtime pay
- Performance bonus
- Quarterly bonus
- Shift allowance
- Yearly bonus
Education:
Experience:
- total work: 10 years (Required)
Willingness to travel:
Work Location: In person
