Service Manager Responsibilities:
•Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team’s objectives are met within the stipulated timelines/SLA’s.
•Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
•Setting of service levels targets; analysis of data to inform decision making & Continual Service Improvement measures
•Coordinating with OEM support for escalations and ensuring timely resolutions
• Generate Service Revenue as per set targets in terms of Amc’s /Support charges.
•Assisting with or performing administrative tasks, such as managing and updating CRM, processing new orders, and tracking inventory.
•Inventory projection and management.
•Resolving service desk problems and improving service methods to increase the service desk’s productivity and customer service.
•Monitoring department issues and client complaints to create methods to lessen recurring issues.
•Follow ISO Process , Conduct Internal Audits wo to ensure organisation objectives are met.
•Maintaining strong relationships with OEM’s /Disti .
•Ensure accreditation and certification requirements of various OEM’s.
•Training and working on Skill set matrix based on gap analysis.
•Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company’s adherence to these regulations, and remaining current on the industry’s standards and new innovations, materials, tools, and processes.
Service Manager Requirements:
•A bachelor’s degree /Diploma with about 10 plus years of experience.
•Experience working with a system integrator covering ICT products would be preferred.
•Previous experience managing this role/teams maybe advantageous.
•Excellent leadership, communication, sales, and customer service skills.
•Computer literacy and good organizational skills.
•Strong creative thinking and problem-solving skills.
•The ability to work under pressure and handle stress