Service Manager

We are seeking an experienced and proactive Service Manager to lead and manage our team of UPS technicians. The ideal candidate will have a strong background in UPS systems, exceptional leadership skills, and a passion for delivering excellent customer service. You will be responsible for overseeing the service team, managing daily operations, developing maintenance procedures, and ensuring optimal performance of all service-related activities.

Key Responsibilities :

Team Management & Leadership

Lead, mentor, and manage a team of UPS technicians and service engineers.

Conduct regular performance reviews and provide training to enhance technical skills and productivity.

Foster a high-performance culture focused on quality, customer satisfaction, and continuous improvement.

Service Operations

Plan, schedule, and oversee daily service operations including preventive and breakdown maintenance of UPS systems.

Implement best-in-class service processes and SOPs to maximize uptime and service efficiency.

Coordinate dispatching, job allocation, and ensure timely response to service requests.

Customer Relationship Management

Maintain regular communication with customers to schedule visits, handle queries, and provide service updates.

Handle escalated service issues and ensure timely resolution to ensure high levels of customer satisfaction.

Gather customer feedback to improve service delivery and build long-term relationships.

Maintenance & Technical Oversight

Design and implement preventive maintenance schedules.

Ensure all UPS systems are maintained to the highest operational standards.

Support field engineers in diagnosing complex issues and ensure proper documentation of service reports.

Strategic Planning & Collaboration

Develop and execute service strategies to improve response time, reduce downtime, and optimize technician productivity.

Collaborate with sales, logistics, and technical teams for seamless end-to-end service delivery.

Monitor key service metrics (TAT, First-Time Fix Rate, Downtime) and report to senior management.