Service Manager

Role Overview

We are looking for a detail-oriented and customer-focused Service Manager to lead the service department, ensuring exceptional customer support, efficient service delivery, and strong operational performance. The ideal candidate will be responsible for managing service operations, project implementations, AMC revenue, customer relationships, reporting, and team performance while maintaining high service standards and SLA compliance.

The Service Manager will play a key role in driving customer satisfaction, improving service processes, coordinating with OEMs, and generating service revenue through Annual Maintenance Contracts (AMCs) and support services.

Key Responsibilities

Service Operations & Team Management

1. Lead, mentor, and manage the service team to ensure timely completion of service activities and project deliverables.
2. Delegate service tasks and monitor progress to ensure adherence to SLAs and organizational objectives.
3. Oversee implementation, maintenance, and post-sales support activities.
4. Improve service delivery processes and drive continual service improvement initiatives.

Customer Relationship Management

1. Handle customer complaints and escalations professionally to ensure high customer satisfaction.
2. Develop and maintain long-term relationships with customers to encourage repeat business.
3. Coordinate with OEM support teams for technical escalations and ensure timely issue resolution.
4. Monitor customer feedback and implement corrective actions to reduce recurring issues.

Revenue & Business Growth

1. Drive service revenue through Annual Maintenance Contracts (AMCs), support contracts, and other service offerings.
2. Achieve service revenue targets while maintaining high service quality.
3. Identify opportunities for service business expansion and customer retention.

Service Administration & Reporting

1. Manage and update CRM records accurately.
2. Process service requests, new orders, and service documentation.
3. Prepare service reports, project status reports, and performance dashboards.
4. Track inventory and forecast spare parts requirements.

Process Compliance & Quality

1. Ensure compliance with ISO processes and organizational quality standards.
2. Conduct internal audits and implement corrective actions where required.
3. Maintain documentation for audits and quality management systems.
4. Ensure adherence to industry regulations, standards, and best practices.

OEM & Vendor Management

1. Build and maintain strong relationships with OEMs, distributors, and third-party vendors.
2. Ensure compliance with OEM accreditation and certification requirements.
3. Coordinate with vendors for technical support, warranty claims, and service escalations.

Training & Team Development

1. Conduct skill gap analysis and maintain a competency matrix for the service team.
2. Organize technical and process training programs.
3. Drive continuous learning and capability development within the team.

Required Qualifications

1. Bachelor's Degree or Diploma in Engineering, Electronics, IT, or a related field.
2. Approximately 10+ years of experience in service operations or customer support management.
3. Experience working with System Integrators handling ICT products is highly preferred.
4. Prior experience managing service teams and customer support operations.

Required Skills & Competencies

1. Strong leadership and people management skills.
2. Excellent customer service and relationship management abilities.
3. Good understanding of project management and SLA-based service delivery.
4. Experience managing AMC contracts and service revenue.
5. Strong communication, negotiation, and interpersonal skills.
6. Knowledge of CRM systems, inventory management, and service reporting.
7. Strong analytical, problem-solving, and decision-making skills.
8. Ability to manage multiple priorities under pressure.
9. Proficiency in Microsoft Office and service management tools.
10. Familiarity with ISO standards, internal audits, and quality management systems.
11. Strong knowledge of ICT products and system integration environments is preferred