Parle Global Technologies - Service Manager

Key Responsibilities:

Service Delivery & Management:

- Oversee the entire after-sales service lifecycle, encompassing installation, commissioning, preventive maintenance, repairs, and troubleshooting.

- Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service performance.

- Manage and optimize service schedules, ensuring timely and efficient deployment of service engineers and technicians.

- Monitor service requests and ensure prompt resolution, escalating complex issues as needed.

- Analyze service data to identify trends, bottlenecks, and areas for improvement.

- Implement process improvements and best practices to enhance service efficiency and effectiveness.

- Manage service contracts and ensure compliance.

Team Leadership & Development:

- Lead, mentor, and coach a team of service engineers and technicians, fostering a high-performance culture.

- Conduct performance reviews, provide feedback, and identify training needs.

- Develop and implement training programs to enhance the technical skills and product knowledge of the service team.

- Promote teamwork and collaboration within the service team and across other departments.

Customer Relationship Management:

- Build and maintain strong relationships with key customers, acting as the primary point of contact for service-related inquiries.

- Proactively address customer concerns and ensure customer satisfaction.

- Conduct regular customer satisfaction surveys and implement feedback mechanisms to improve service delivery.

- Collaborate with sales and other departments to ensure a seamless customer experience.

Technical Expertise & Troubleshooting:

- Possess a strong understanding of [Company Industry/Product Type] and related technologies.

- Provide technical guidance and support to the service team.

- Diagnose and troubleshoot complex technical issues, escalating to subject matter experts when necessary.

- Stay up-to-date with the latest advancements in relevant technologies.

Inventory Management:

- Manage service parts inventory, ensuring timely availability of spare parts while minimizing inventory holding costs.

- Implement inventory control procedures and optimize inventory levels based on demand and lead times.

- Collaborate with procurement to ensure efficient sourcing of spare parts.

Service Management Software/Tools:

- Utilize and manage service management software/tools (e. , CRM, ticketing systems) to track service requests, manage customer information, and generate reports.

- Train the service team on the effective use of these tools.

Budget Management:

- Develop and manage the service department budget.

- Monitor expenses and identify cost-saving opportunities.

- Prepare budget reports and forecasts.

Strategic Contribution:

- Contribute to the development of the overall service strategy.

- Identify opportunities for service expansion and improvement.

- Participate in cross-functional teams to address customer needs and improve product offerings.

Qualifications:

- Education: Bachelor's degree in Engineering (Mechanical, Electrical, or related field) or a relevant technical discipline.

- Experience: 8-10 years of experience in service management