Service Manager

Job Overview

Hope Security Equipments Private Limited is looking for a Service Manager with extensive experience and a customer-first mindset to lead the service department. The role requires managing technical teams, maintaining excellent service standards, and fostering strong relationships with customers.

Key Responsibilities

• Manage daily service operations ensuring prompt handling and resolution of requests.
• Develop and enforce service protocols and standard operating procedures.
• Monitor essential service metrics such as turnaround time and first-time resolution rates.
• Meet established service performance goals and key performance indicators.
• Lead and mentor engineers and technicians by organizing training, scheduling, and performance reviews.
• Maintain team discipline and motivate members effectively.
• Serve as the escalation contact for customer complaints ensuring high satisfaction levels.
• Build and sustain strong relationships with major clients, managing AMC contracts and renewals.
• Oversee troubleshooting processes and ensure service quality through review of reports and documentation.
• Implement corrective measures to address repetitive issues.
• Supervise inventory of spare parts, coordinate with procurement, and oversee warranty claims and returns.
• Prepare periodic performance and management information system reports.
• Monitor department revenue, control costs, and support budgeting and forecasting activities.