Service Managers- Transformers & Switchgears

Qualification:

• BE/B.Tech/Diploma- Mechanical, Electrical Job Summary We are seeking an experienced and results-driven Service Manager to lead and optimize our entire service department operations.
• The ideal candidate will be responsible for developing service strategies, managing field teams, ensuring exceptional customer satisfaction, driving efficiency, and meeting financial objectives.
• This role requires strong leadership skills, technical knowledge.

Key Responsibilities Strategic Planning: Develop and execute service strategies to meet business objectives, improve customer satisfaction, and ensure profitability of service operations.

• Team Leadership & Management: Lead, mentor, and manage a team of service engineers, technicians, and administrative staff.
• Conduct performance reviews, identify training needs, and foster a high-performance culture.
• Operational Efficiency: Oversee the planning, scheduling, and execution of installations, maintenance, and repairs.
• Optimize resource allocation, minimize response times, and ensure service level agreements (SLAs) are consistently met.
• Customer Relationship Management: Serve as the primary escalation point for critical customer issues.
• Ensure the voice of the customer is captured and addressed, driving initiatives to achieve high customer satisfaction and retention.
• Financial Management: Develop and manage the service department's budget, monitor revenue and expenses, and implement strategies to ensure profitability and cost control.
• Data Analysis & Reporting: Monitor and analyze key service performance indicators (KPIs) such as first-time fix rates, downtime, customer satisfaction scores, and response times.
• Prepare comprehensive reports for senior management.
• Process Improvement: Drive continuous improvement initiatives within the service department to enhance service delivery processes, optimize inventory management, and leverage technology for efficiency gains.

Technical Skills:

• Deep expertise in service operations management, field logistics, and customer support processes.
• Proficiency with service management software (SAP, CRM, ERP, Field Service Management systems) and data analysis tools.
• Strong understanding of technical equipment diagnostics and repair processes.
• Soft Skills: Exceptional leadership, people management, and motivational skills.
• Superior problem-solving, critical-thinking, and decision-making abilities.
• Excellent communication, presentation, and negotiation skills to manage stakeholders at all levels.