Assistant Manager - Service Centre Incharge

Job Summary:  

We are seeking a dynamic and experienced Assistant Manager - Service Centre Incharge to oversee and enhance the operations of our service centre. This critical role involves managing the service team, ensuring the highest level of customer satisfaction, and maintaining service excellence in line with the company’s standards. The ideal candidate will have a strong technical background in construction equipment, excellent leadership skills, and a passion for delivering top-notch service.

Roles & Responsibilities: 

1. Service Centre Management:
   - Oversee the daily operations of the service centre to ensure effective and efficient service delivery.
   - Develop and implement standard operating procedures for service processes to enhance productivity and customer satisfaction.

2. Team Leadership:
   - Lead, mentor, and supervise service technicians, ensuring they are well trained and equipped to meet service demands.
   - Conduct performance evaluations for service team members and identify areas for professional development.

3. Customer Relations:
   - Act as the primary point of contact for customer inquiries and complaints, ensuring swift and satisfactory resolutions.
   - Foster strong relationships with customers through regular communication and engagement.

4. Technical Support:
   - Provide technical guidance and support to service team members and customers regarding equipment issues and repairs.
   - Ensure accurate diagnosis of equipment issues and oversee the repair process, ensuring quality control.

5. Inventory Management:
   - Monitor and manage inventory levels of spare parts and supplies to ensure timely availability and minimal downtime.
   - Liaise with vendors for procurement of necessary parts and materials for repairs and maintenance.

6. Reporting and Documentation:
   - Maintain accurate records of service activities, including work orders, job reports, and customer feedback.
   - Prepare periodic reports on service centre performance, including KPIs, service metrics, and trends for management review.

7. Safety and Compliance:
   - Ensure compliance with company policies, safety regulations, and industry standards within the service centre.
   - Promote a culture of safety among service staff and customers, conducting regular safety audits and training sessions.

8. Budget Management:
   - Assist in the preparation of the annual budget for the service centre, monitoring expenses and making adjustments as necessary.
   - Identify cost-saving initiatives while maintaining high-quality service delivery.

9. Collaboration:
   - Collaborate with other departments, such as sales and engineering, to provide integrated solutions and enhance customer satisfaction.
   - Participate in cross-functional teams to drive improvements in processes and service offerings.

10. Continuous Improvement:
    - Identify areas for improvement in service operations and implement process enhancements to drive efficiency and effectiveness.
    - Stay up-to-date with industry trends and best practices to ensure the service centre remains competitive and innovative.