Service Manager (Manufacturing Company)

Organization :

- A 35+ Year old and fastest growing manufacturer of quality & testing and calibration systems. Their product vertical has over 200+ models serving clients pan India and international.

Role : To manage the Service department team and handle customer service interactions, reports, and repairs

- Effectively manage the team members, including technicians & advisors, to ensure team objectives goals/KPI are being carried out

- Managing Installation, commissioning and Training of products online/at customer location through service team.

- Managing customer complaints and Queries Logically and rationally

- Trouble Shoot, Diagnose and Resolve Technical issues

- Ensure Service engineer Visit customer for onsite diagnostic tests and resolution

- Ensure Service engineer Repair and Services Electronics, Electrical and Mechanical Parts onsite or at our office.

- Managing preventive maintenance effectively at customer site

- Monitor and Review problem and Resolution reports

- Give consolidated feedback's to internal teams to improve product quality and customer experience.

- Promote service contracts and new products technically

- Support internal teams during assembly, QC and verification if required

- On time submission of Management Reports

- Managing and Executing annual maintenance contracts

- Developing and maintaining Customer relations

- Effectively manages team members, including technicians and advisors, to ensure team objectives goals are being carried out.

- Assists with or performs administrative tasks

- Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations

- Create, execute and improve service policy and process through the team members

- Resolves service team problems and improves current service team methods to increase productivity and customer service

- Monitors department issues and client complaints to define patterns and work to lessen those recurring issues.

- Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly

- Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work

- Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up-selling products and services and taking care of any customer concerns or complaints quickly and professionally.

Requirements :

- Own two/Four - Wheeler for customer visits.

- Experience : 10-15 years

- Education : Electrical/Electronics/Mechnical (Diploma or BE)

- Location : Bangalore