Service Manager

Company Overview

DACS is an Indian consumer electronics brand established in 2016, focused on delivering premium home electronics at affordable prices. Initially specializing in televisions and audio systems, the company has expanded into smart TVs and air conditioners, targeting budget and mid-range segments. Powered by innovation, intensive R&D, and advanced computer science technologies, DACS prioritizes excellent user experience and customer satisfaction through its direct-to-consumer website covering over 19,000 postal areas across India. It emphasizes dependable after-sales support, facilitated by skilled technicians.

Role Summary

The Service Manager will be based full-time on-site in the Mumbai Metropolitan Region and will lead the entire after-sales service function. The scope includes managing service centers, coordinating field technician teams, and ensuring prompt resolution of customer concerns for products including televisions, audio equipment, smart TVs, and air conditioners. The role requires tracking service performance data, driving improvements in service processes, and maintaining superior levels of customer satisfaction. Close collaboration with departments like operations, product management, and research & development is essential to resolve recurring problems, refine service policies, and assist with new product releases. Additional duties involve managing service budgets, maintaining vendor relationships, and ensuring adherence to company policies and regional regulations.

Qualifications

• Demonstrated experience in service operations, after-sales management, or customer support within consumer electronics or linked industries.
• Competency in overseeing field service teams, managing technicians, and operating service centers or outsourced partner networks.
• Expertise in process optimization, monitoring service quality, and utilizing key performance indicators and data analytics to enhance efficiency.
• Capability to handle escalations, resolve complex customer cases, and maintain a focus on customer satisfaction.
• Experience with CRM or service management platforms and working knowledge of MS Office or similar software.
• Strong communication and interpersonal skills, skilled in stakeholder engagement.
• Ability to thrive in a fast-paced on-site environment managing multiple tasks simultaneously.
• Bachelor's degree in engineering, business, or a related discipline; an MBA or certification in service management is desirable.
• Familiarity with the Indian consumer electronics industry and product categories such as TVs, audio devices, smart products, and air conditioners is advantageous.

Compensation

The monthly salary for this position ranges between 20,000 and 25,000 INR.