Service Manager (Team Handling Role)- North & East

Responsibilities and Duties:

Business Contribution

• Support achievement of annual service contract revenue targets.
• Drive process improvements to enhance efficiency and service delivery outcomes.

Team Leadership & Management

• Lead, mentor, and manage a team of Field Service
• Allocate work, ensure balanced workload distribution, and monitor performance.
• Conduct performance evaluations and support employee development initiatives.
• Participate in recruitment and hiring processes.

Customer Service & Experience

• Act as the first point of contact for customer concerns, complaints, and service requests.
• Manage and resolve escalated customer issues effectively.
• Ensure high levels of customer satisfaction in line with corporate service standards.
• Conduct regular customer visits and audits with service team members.

Operational Excellence

• Oversee service operations, ensuring timely execution and adherence to quality standards.
• Monitor CRM activities, ensuring data accuracy and efficient processing timelines.
• Maintain operational records, including repair data, maintenance statistics, and service reports.

• Coordinate express and critical service operations as required.

Technical & Process Oversight

• Serve as the primary technical escalation point for the team.
• Guide team members through troubleshooting and technical problem-solving.
• Identify product issues and communicate trends or weaknesses to relevant teams.
• Make decisions related to warranties, goodwill adjustments, discounts, and service exceptions.

Training & Development

• Ensure continuous skill development of field staff through training and evaluations.
• Organize regular team meetings and knowledge-sharing sessions.
• Promote a culture of continuous improvement and learning

Required Skills and Abilities:

• Strong verbal and written communication skills with the ability to engage diverse stakeholders.
• Excellent interpersonal, problem-solving, and organizational abilities.
• Strong leadership skills with a proven ability to manage and motivate teams.
• Customer-focused approach with a commitment to service excellence.
• Ability to work in a structured, solution-oriented manner.
• Willingness to travel extensively across India as per business requirements.

Education and Experience:

• Bachelor’s/ Master’s degree in engineering or a relevant technical discipline.
• 12–15 years of experience in instrument service or field service operations.
• Demonstrated experience in team management and service operations leadership.

Immediately