Service Manager- After Sales

Job Summary :

The Service Head will be responsible for ensuring customer satisfaction and issue resolution by managing escalations, conducting root cause analyses, and maintaining strong communication with clients. The role demands a combination of technical understanding, problem-solving skills, and relationship management to drive customer success and retention.

Key Responsibilities :

1. Escalation Management & Customer Communication

• Act as the primary point of contact for all customer escalations and ensure timely resolution.
• Communicate proactively with customers regarding issue status, updates, and resolutions.
• Coordinate with cross-functional teams (Operations, Service, Engineering, and Product) to address client concerns.
• Maintain a structured escalation matrix and track resolution timelines to ensure SLAs are met.
• Build and nurture strong customer relationships through regular interactions and feedback sessions.

2. Root Cause Analysis (RCA)

3. Technical Acumen

4. Performance Monitoring & Process Improvement

kills & Competencies :

Qualifications & Experience :

Skills Required

Root Cause Analysis, Zoho, Process Improvement, Troubleshooting, Performance Monitoring