Service Manager (Post Sales)

SULTANPUR - NEW DELHI

Job Summary:

The Service Manager leads and manages a team of service professionals, overseeing operations, service delivery, and customer interactions to ensure high levels of satisfaction. They are responsible for the development and implementation of service standards, employee training, and process improvements that align with company objectives and enhance customer experiences.

Key Responsibilities:

1. Team Leadership and Development:

○ Lead, manage, and mentor a team of service technicians, coordinators, and support staff.

○ Conduct regular team meetings, set performance goals, and provide ongoing feedback.

2. Service Operations Management:

○ Oversee daily operations ensuring efficient workflow and seamless service experience for clients.

○ Schedule and allocate resources effectively to meet service demand and productivity targets.

3. Customer Satisfaction and Relationship Management:

○ Act as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.

○ Implement customer service policies, addressing concerns, and improving customer satisfaction levels.

○ Gather and analyze customer feedback to identify areas for improvement.

4. Performance Tracking and Reporting:

○ Develop key performance indicators (KPIs) and monitor the team’s performance against them.

○ Prepare regular reports on service metrics, customer satisfaction, and operational efficiency for management review.

○ Conduct periodic service audits to ensure compliance with company standards.

5. Process Improvement and Compliance:

○ Identify opportunities for operational improvements and lead the implementation of best practices.

○ Stay updated on industry trends, incorporating new strategies that align with organizational goals.

Qualifications:

● Education: Bachelor’s degree in Business, Management, or related field (or equivalent work experience).

● Experience: Minimum of 3-5 years in a service management or supervisory role and have experience of handling HNI clients.

● Skills: Strong leadership, communication, problem-solving, and organizational skills; ability to manage budgets and KPIs; customer-focused with a commitment to service excellence.

Preferred Skills:

● Knowledge of CRM and service management software (e.g.Salesforce, etc).

● Experience in lean management, Six Sigma, or similar process improvement methodologies will be an added advantage

● Technical background relevant to the specific industry (automotive, luxury interior, etc.).