Service Manager

About Company:

Our Company has served almost Thirty Thousand plus Customers in the past Decade and has a Team size of 60 members with Offices in Chennai, Bangalore and Hyderabad.

Key Responsibilities:

Build and maintain strong, long-lasting client relationships and ensuring their needs are met and delivering a seamless post-sales experience that drives retention and growth. This role acts as the bridge between our clients and internal teams, ensuring consistent satisfaction and service excellence.

Role Overview

Drive field team discipline, AMC service delivery, and customer retention across regional operations while maintaining strict compliance, SLA adherence, and regional profitability.

Key Responsibilities

Customer Experience & AMC Governance: Manage client retention, CSAT, and SLAs; oversee weekly AMC feedback, preferred scheduling, and Root Cause Analysis (RCA) on service gaps.

Field Operations & Compliance: Enforce technician field discipline (field software tracking, daily log booklets, on-time site arrival); oversee daily allocation revenue planning, WIP reports, and material validation with picture verification.

Commercials & Performance Tracking: Drive product references and AMC conversion potential using old database records; display daily performance versus targets and share WIP/RCA files with team groups.

Operational Control & Team Leadership: Conduct weekly team reviews, NPS assessments, and daily huddles; collaborate with HR, EA, and leadership to manage regional bandwidth and overheads.

Qualifications & Requirements

Monitor customer health metrics and proactively address risks and opportunities.

Identify upsell and cross-sell opportunities and align our Team to close them.

Managing to ensure customer retention and customer satisfaction, coordinate as required with internal teams (operations, support, etc.) to resolve service issues quickly and efficiently.

Serve as a point of contact for resolving customer concerns and coordinating internal resources to ensure a seamless customer experience.

Track and analyze key account metrics - client usage, engagement and satisfaction metrics and report on KPI/other service quality indicators and modify SOP doing RCA.

Ensure service level agreements (SLAs) are met or exceeded and ensure Service operations are met with adequate training as required.

Experience: 3+ years in Operations Management, Service Operations, or AMC Management.

Tools: Proficiency in field tracking software CRM/Task software (Zoho, Time sheet and contact center tools (MyOperator).

Skills: Strong SLA/TAT management, team leadership, process optimization, and fluency in English and regional languages.