Objectives of this role

• Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving. 

His Tasks

• Lead and manage the service department, including staffing, training and performance management of service personnel.
• Lead and achieve monthly targets of AMC & Spare revenue of the branch by AMC conversions after the WAR completion and renewals of the existing contracts.
• Scheduling, completion of the preventive maintenance of the warranty &under contractmachines (AMC)
• Planning, Scheduling and Execution of Installation & Commissioning activities in the region/branch.
• Regular visits to develop, maintain relationship with customer, motivate engineer& auditing the machine performance.
• 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.

Required skills and qualifications

• A bachelor’s degree / Diploma in Electronics / Electrical / Mechatronics, administration, managementor a related field.
• 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Demonstrated success in customer service, handling complaintsand effective marketing tactics.
• Proficiency in handling the ERP / Computer / MS Office / Power point, relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.
• Multilingual skills to communicate with a diverse customer base.
• Excellent leadership and people management skills.