Service ManagerConfidential • Mumbai
Service Manager
Confidential • Mumbai
25 days ago
Job descriptionLead, mentor, and manage a team of service engineers, technicians, or customer support personnel. Define performance goals and conduct regular reviews. Facilitate training and upskilling programs for the service team. Act as a point of contact for key customers regarding service-related issues and escalations. Conduct regular service reviews with clients to gather feedback and ensure SLA adherence. Drive initiatives to improve customer experience and service quality. Plan and forecast service workloads, resource allocation, and spare parts requirements. Ensure adherence to preventive maintenance schedules and AMC (Annual Maintenance Contract) commitments. Optimize service processes through automation and lean practices. Monitor and control service costs, warranty claims, and resource utilization. Coordinate with product, procurement, and finance teams to manage warranty budgets and claims processing. Ensure compliance with safety, quality, and operational standards. Prepare and present periodic service performance reports to senior leadership. Implement and audit SOPs for all service-related activities.
Key Responsibilities
Service Operations Management
- Oversee day-to-day service operations, ensuring timely and quality service delivery.
- Monitor service KPIs including TAT (turnaround time), first-time resolution, and customer satisfaction scores (CSAT).
- Coordinate with technical teams for troubleshooting, escalations, and root cause analysis.
Team Management & Development
Customer Relationship Management
Service Planning & Execution
Cost & Warranty Management
Compliance & Reporting
Skills Required
Service Operations, Customer Relationship Management, Team Leadership, Sla Management
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Service Manager • Mumbai
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