Service Manager Job Opening in Malappuram

We are dedicated to delivering exceptional service experiences and ensuring customer satisfaction. As part of our commitment to excellence, we are seeking an experienced and customer-focused individual to join our team as a Service Manager. Job Description: 1. Service Delivery and Quality Assurance: Oversee the delivery of high-quality service to customers, ensuring adherence to service standards, procedures, and timelines. Monitor service performance metrics, including response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed. 2. Team Leadership and Management: Lead and manage a team of service technicians, coordinators, and support staff, providing guidance, coaching, and support to maximize team performance and productivity. Conduct regular performance evaluations, set performance goals, and provide training and development opportunities to enhance team capabilities. 3. Customer Relationship Management: Serve as the primary point of contact for customers, addressing inquiries, concerns, and escalations in a prompt and professional manner. Build and maintain strong relationships with key customers, understanding their needs, preferences, and expectations to ensure superior service delivery and customer satisfaction. 4. Service Planning and Coordination: Develop and implement service plans, schedules, and resource allocations to meet customer needs and service level agreements (SLAs). Coordinate with internal departments, external vendors, and subcontractors to ensure timely delivery of service and resolution of customer issues. 5. Technical Support and Troubleshooting: Provide technical support and assistance to service technicians and customers, troubleshooting complex issues and recommending solutions to resolve problems effectively. Stay updated on product knowledge, technical specifications, and industry trends to provide accurate and timely support to customers and service teams. 6. Process Improvement and Innovation: Identify opportunities for process improvement, automation, and innovation in service delivery, leveraging technology and best practices to enhance efficiency, effectiveness, and customer satisfaction. Implement and monitor service improvement initiatives, measuring performance outcomes and driving continuous improvement efforts. 7. Compliance and Risk Management: Ensure compliance with regulatory requirements, safety standards, and company policies and procedures in all service operations. Identify and mitigate risks associated with service delivery, including health and safety hazards, equipment failures, and customer dissatisfaction, to minimize liabilities and ensure business continuity. Requirements: Bachelor's degree in Engineering, Business Administration, or related field preferred. Proven experience in service management, customer support, or a related role, preferably in the [industry/sector] industry. Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams to achieve service excellence. Excellent problem-solving and decision-making abilities, with a focus on delivering practical and effective solutions to customer and business challenges. Proficiency in using service management software, MS Office applications, and technical tools for service planning, coordination, and reporting. Benefits: Competitive salary and performance-based incentives Comprehensive benefits package, including health insurance and retirement savings plan Opportunities for professional growth and advancement within the organization Supportive work environment and collaborative culture focused on teamwork and excellence