Service Manager

Location

Nagpur | India

Job description

We seek a creative and detail-oriented Service Manager to join our service operations department at Sai Defence System Pvt Ltd. Nagpur.

As a service manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline.

If you have a strategic mindset, leadership skills and a zeal to deliver smooth customer experiences, we look forward to your application. We offer competitive remuneration packages, comprehensive health benefits and a positive work culture that promotes collaboration, innovation and career advancement.

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, emphasizing empathy, professionalism and effective problem-solving. 

Your tasks:

• 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.

Required skills and qualifications:

• A bachelor's degree in Electronics/Electrical Engg or a related field.
• 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Knowledge of and experience with Access Control, Security and Video/CCTV systems, including networking
• Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.
• Knowledge of the Indian service industry, service standards and applicable service regulations and labour laws in India.
• Proficiency in customer 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.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Preferred skills and qualifications:

• Relevant customer services certifications, like CCSM etc would be an added advantage
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL or Six Sigma.
• Proven record of achieving service-related KPIs and customer satisfaction targets.
• Multilingual skills to communicate with a diverse customer base.
• Strong organizational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills. 

Job tags

Salary