Functions
·* Service team planning & scheduling*
·* SLA & response monitoring*
·* Escalation handling*
·* Resource & spares management*
·* Customer satisfaction improvement*
Accountabilities
·* Service efficiency & SLA compliance*
·* Repeat complaint reduction*
·* Team utilization & productivity*
·* AMC / contract performance*
Reports
·* Service performance MIS*
·* SLA compliance report*
·* Repeat failure analysis*
·* Customer feedback summary*
Roles & Responsibilities
Service Team Planning & Scheduling
- Prepare daily / monthly / weekly service deployment plan
- Allocate engineers based on skill matrix and priority
- Monitor daily call allocation and closure
- Ensure optimum manpower utilization
- Plan preventive maintenance schedules
SLA & Response Monitoring
- Track response time and closure time against SLA
- Monitor critical / high-priority calls
- Ensure adherence to customer contracts (AMC / Warranty / SLA terms)
- Take corrective actions for SLA deviations
- Maintain escalation matrix compliance
Escalation Handling
- Handle major customer complaints personally
- Coordinate with technical / project / sales teams for resolution
- Conduct root cause analysis for serious breakdowns
- Provide timely updates to customers
- Ensure customer confidence is maintained
Resource & Spares Management
- Monitor spare parts inventory levels
- Ensure availability of critical components
- Control spares consumption & wastage
- Approve urgent procurement requests
- Track engineer tools & asset management
Customer Satisfaction Improvement
- Monitor customer feedback & NPS score
- Conduct review meetings with key customers
- Implement improvement plans for repeat complaints
- Ensure professional service documentation
- Drive service quality culture within the team
Required Skills
Technical Skills
- Strong understanding of service operations
- Knowledge of SLA management & contract compliance
- Spare parts & inventory control knowledge
- Service MIS & reporting skills
- Root cause analysis capability
Managerial Skills
- Team leadership & supervision
- Conflict resolution
- Decision-making under pressure
- Planning & scheduling expertise
- Performance monitoring
Communication Skills
- Customer handling & negotiation
- Escalation communication
- Interdepartmental coordination
- Report preparation & presentation
Core Competencies
- Customer Centricity
- Operational Excellence
- Accountability & Ownership
- Analytical Thinking
- Problem Solving
- Process Orientation
- Crisis Management
- Continuous Improvement Mindset
Behavioral Traits
- Calm under pressure
- Strong follow-up discipline
- High sense of urgency
- Data-driven approach
- Result-oriented mindset
HR Contact number - 7708110473 / 70100 57891 / 78457 64900
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
