Service Manager

Job Title: Service Manager
Department: Service Department

Job Overview:
The Service Manager is responsible for managing the service department, overseeing service and support operations, ensuring customer satisfaction, and leading the team to deliver high-quality service performance. This role involves strategic planning, operational management, and continuous improvement initiatives to enhance service quality and efficiency.

Roles & Responsibilities:

Lead the service department, ensuring smooth execution of service operations, resource planning, and quality control.

Act as the central coordinator between management, customer support, field teams, and other departments (Sales, Production, R&D).

Oversee installations, commissioning, and customer handovers.

Manage AMC contracts, warranty claims, scheduled maintenance, and repairs.

Handle customer escalations and ensure timely resolution.

Plan resource allocation (manpower, tools, and spares) and monitor expenses.

Coordinate with Sales, Production, and R&D teams for service requirements.

Conduct performance evaluations, track KPIs, and analyze service data (response time, resolution rate).

Collect and act on customer feedback to drive service improvements.

Oversee training programs, update SOPs, ensure compliance, and maintain documentation standards.

Drive continuous improvement and efficiency within service operations.