Walk-in || Service Manager

Job Description Service Head / Service Manager

Department: Service & After-Sales

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Key Responsibilities

* Manage complete after-sales service operations for Inverters, UPS systems and Lithium Batteries.

* Handle and resolve customer complaints, service requests and technical issues efficiently.

* Coordinate with customers through calls, WhatsApp and other communication channels regarding service issues and follow-ups.

* Manage service tickets/complaints and ensure timely closure within defined TAT.

* Coordinate with service engineers/technicians for installation, troubleshooting, repair and maintenance.

* Monitor post-service issues, repeat complaints and customer feedback, and ensure proper resolution.

* Manage service inventory and spare parts, including stock monitoring, issuance and reconciliation.

* Coordinate with the store team for availability and movement of spare parts and service materials.

* Maintain proper records of complaints, service visits, replacements, repairs, warranty claims and spare parts.

* Handle warranty and replacement cases and coordinate with internal teams/manufacturers wherever required.

* Track service performance, pending complaints and technician productivity.

* Prepare regular service reports, MIS and escalation reports for management.

* Identify recurring product/service issues and coordinate with the technical/product team for corrective action.

* Ensure a high level of customer satisfaction and after-sales support.