Service Manager

Key Result Areas (KRAs) Service Manager

1. Service Delivery & Equipment Uptime

• Ensure maximum equipment uptime and call closure within 3 days as per SLA.
• Reduce repeat complaints and improve service TAT.

2. Customer Satisfaction

• Monitor pending calls and resolve escalated complaints.
• Ensure timely customer communication and high satisfaction levels.

3. Team Management & Productivity

• Manage and mentor Service Engineers.
• Monitor productivity, review performance, and arrange technical training.

4. Spare Parts & Inventory Coordination

• Ensure spare parts availability and minimize downtime due to shortages.
• Monitor spare consumption and equipment failure trends.

5. AMC/CMC & Cost Control

• Drive AMC/CMC renewals and monitor profitability.
• Follow up on expiring warranties and control spare replacement costs.

6. Process Compliance & Reporting

• Ensure proper service documentation and ERP updates.
• Submit timely MIS reports and conduct RCA for major failures.