Service Manager

Role & responsibilities

• Manage and supervise the service coordination team and assign daily responsibilities.
• Monitor team performance, productivity, follow-ups, and pending tasks.
• Ensure team members follow proper procedures and meet defined timelines.
• Conduct regular reviews and provide guidance to improve team efficiency.
• Coordinate with authorized service centres to monitor service requests and pending cases.
• Review service centre performance and ensure timely complaint resolution.
• Address operational issues and escalate critical matters to senior management when required.

Maintain effective communication with service partners

• Oversee customer complaints from registration to final resolution.
• Monitor pending, delayed, and escalated complaints and ensure timely action.
• Analyze recurring complaints and identify the root causes of service issues.

Handle critical customer escalations and ensure appropriate corrective action

• Coordinate with warehouse teams for spare parts availability and timely dispatch.
• Monitor pending dispatches, delivery delays, and service-related requirements.
• Resolve coordination issues between warehouses and service centres.
• Ensure regular updates on dispatch status and related operational concerns.

Preferred candidate profile

• Graduate in any discipline; relevant management qualifications will be an advantage.

• Experience in service management, after-sales operations, or customer service.

• Strong team management, leadership, and decision-making skills.

• Good analytical, problem-solving, and communication abilities.

• Working knowledge of MS Excel, MS Office, and reporting.

• Ability to manage multiple responsibilities and meet deadlines.

• Strong follow-up skills and the ability to handle escalations effectively.

• Experience in home appliances, electronics, or consumer durables.

• Experience managing service teams, authorized service centres, and warehouse coordination.

• Experience in complaint analysis, performance monitoring, and process improvement.