The Role
Lead and manage the service department, setting premium service standards and overseeing staffing, training, and performance. Ensure timely completion of service requests, monitor metrics (response time, resolution rate, CSAT), and drive continuous improvement through cross-functional collaboration and process enhancements. Prepare management reports and implement initiatives to boost service efficiency and customer satisfaction.
Summary Generated by Built In
- 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.
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
Skills Required
- Graduate in any stream
- 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 organizational and time management skills, with ability to prioritize and meet deadlines
- Excellent leadership and people management skills
- Excellent communication and interpersonal skills
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
.png){kind=logo}
