Job Summary
We are seeking an experienced and proactive Service Manager to lead our service operations. The candidate will be responsible for managing the service team, ensuring timely installation and maintenance, improving customer satisfaction, handling AMC contracts, and achieving service related KPIs.
Key Responsibilities
• Manage daily service operations, including installation, preventive maintenance, breakdown, and AMC services.
• Lead, train, and monitor service engineers and technicians.
• Plan and allocate service calls efficiently to ensure timely resolution.
• Monitor service response time, closure rate, and customer satisfaction. • Coordinate with Sales, Dispatch, Production, and Stores for smooth execution of service activities.
• Handle customer complaints and provide effective technical solutions. • Ensure proper documentation of service reports, job cards, and customer feedback.
• Manage AMC renewals and ensure timely preventive maintenance visits.
• Monitor spare parts inventory and coordinate procurement when required.
• Prepare daily, weekly, and monthly MIS reports on service performance.
• Ensure compliance with company SOPs and safety standards.
• Visit customer sites whenever required to resolve critical service issues.
Required Qualifications
• Education: BE/B.Tech/Diploma in Mechanical, Electrical, Chemical, or Environmental Engineering.
• Experience: 5–8 years in Industrial Service Operations, with at least 2 years in a team management role.
Preferred Knowledge
• ETP, STP, WTP, WWTP, ZLD Systems
• Industrial RO Plants
• Pumps, Valves, Instrumentation, and Water Treatment Equipment
• AMC Management • CRM/ERP Software (Odoo preferred)
• MS Excel and Reporting
Required Skills
• Strong leadership and team management
• Excellent communication and customer handling
• Technical troubleshooting and problem-solving
• Planning and scheduling
• Time management
• Analytical and reporting skills
• Decision-making under pressure
Key Performance Indicators (KPIs)
• Service response time
• First-time fix rate
• Service call closure rate
• AMC renewal percentage
• Customer satisfaction score
• Team productivity
• Spare parts inventory control
• Service revenue achievement
