Service Manager

URGENTLY REQUIRED

Company Name : PT Ecological Serivces Pvt Ltd

Position: Service Manager

Qualification: Bachlor of Engineering

Experiance : - 5 to 10 Years

Salary : 4 LPA - 7.2 LPA

• Key Performance Indicators (KPIs):
• Customer Satisfaction Score (CSAT)
• First Time Resolution (FTR) Rate
• Service Turnaround Time (TAT)
• Complaint Recurrence Rate
• Team Productivity & Utilization
• Cost per Service Call

Key Skills Required:

• Strong leadership and team management skills
• Excellent problem-solving and decision-making abilities
• Customer-centric mindset with strong interpersonal skills
• Data-driven approach and proficiency in service metrics
• Technical knowledge of the product/service domain
• Proficient in CRM and service management tools

Key Responsibilities:

• Leadership & Team Management
• Lead, mentor, and manage a team of service engineers, technicians, and customer service executives.
• Develop departmental goals and ensure alignment with organizational objectives.
• Conduct regular team meetings, performance evaluations, and training sessions.
• Service Operations
• Oversee the end-to-end service lifecycle including installations, repairs, maintenance, and complaint resolution.
• Ensure adherence to service SLAs and KPIs.
• Implement SOPs to streamline service processes and improve response times.
• Customer Experience Management
• Build and maintain strong relationships with key clients and stakeholders.
• Handle escalated service issues and ensure effective resolutions.
• Monitor customer feedback and take proactive steps to enhance satisfaction.
• Performance Monitoring & Reporting
• Track and report service metrics including TAT (Turnaround Time), FTR (First Time Resolution), CSAT (Customer Satisfaction), etc.
• Prepare and present monthly service performance reports to top management.
• Process Improvement & Strategy
• Identify areas for improvement in service delivery and implement corrective actions.
• Drive digital transformation and automation initiatives within the department.
• Collaborate with cross-functional teams for product feedback and quality improvements.
• Compliance & Safety
• Ensure all service operations comply with company policies and statutory regulations.
• Promote a culture of safety and adherence to all safety protocols.
• First Time Resolution (FTR) Rate
• Service Turnaround Time (TAT)
• Complaint Recurrence Rate
• Team Productivity & Utilization
• Cost per Service Call

Job Type: Full-time

Pay: ₹400,000.00 - ₹720,000.00 per year

Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Work Location: In person

Application Deadline: 22/11/2025