SERVICE OPERATIONS MANAGER

The Service Operations Manager is responsible for building and managing the nationwide service network covering installation and maintenance of refrigerators, washing machines, and air conditioners. The role involves developing and optimizing service operation processes, SOPs, and quality standards, as well as monitoring key service KPIs such as TAT (Turnaround Time), FFR (First Fix Rate), and CSAT (Customer Satisfaction). The position is also responsible for managing service partners’ performance through regular audits, training, performance evaluations, and incentive programs. The Service Operations Manager works closely with logistics, parts, and sales teams to ensure a seamless customer experience from order placement through service completion. The role also leads the digital transformation of service operations, including system integration and online tracking, while analyzing service data to identify opportunities for improved efficiency and cost reduction. In addition, the position handles critical customer complaints, develops preventive measures, prepares service reports, and supports annual budgeting and strategic planning.