- Lead and manage the service department, including staffing, training and performance management of service personnel.
- Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
- Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
- Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
- Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
- Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
Qualifications
Graduate in any stream preferable B.E/B.Tech. (Electrical, Electronics, Mechanical)
- 6-10 years of experience in Service management.
- Experience in Customer complaint handling and After Sales service support
- Strong understanding of customer and market dynamics and requirements
- knowledge of service management principles, processes and best practices.
- Experience in implementing service improvement initiatives and managing service quality standards.
- Proven record of achieving service-related KPIs and customer satisfaction targets.
- Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
- Excellent leadership and people management skills.
- Excellent communication and interpersonal skills, with the ability to build rapport
