Develop and implement the service department's strategy aligned with the company's overall goals.
Lead, mentor, and manage the service team, including service managers, technicians, and customer support staff
Oversee all aspects of service delivery, including installation, maintenance, repair, and customer support. Ensure that service activities are performed efficiently and meet quality standards.
Identify and implement process improvements to enhance service delivery, reduce costs, and improve customer satisfaction.
Ensure high levels of customer satisfaction by resolving service-related issues promptly and effectively. Monitor customer feedback and implement changes as necessary.
Manage service contracts and agreements with customers, ensuring that terms are met and that the company's interests are protected.
Develop and implement strategies to retain existing customers through excellent service delivery, loyalty programs, and proactive support.
Provide technical expertise and guidance to the service team, particularly in complex or escalated situations. Stay updated on industry trends and advancements in technology.
Oversee the training and development of service personnel to ensure they have the necessary skills and knowledge to perform their roles effectively.
Maintain a deep understanding of the company's products or services and their applications, ensuring that the service team is well-informed and capable of supporting customers.
Monitor key performance indicators (KPIs) such as service response times, customer satisfaction scores, service revenue, and profitability. Use these metrics to drive continuous improvement.
Prepare regular reports for senior management on service performance, customer satisfaction, and operational efficiency.
Work closely with the sales and marketing teams to ensure alignment between service offerings and customer needs
Provide feedback to product development teams based on service experiences and customer feedback to improve product design and functionality.
Coordinate with manufacturing or operations teams to ensure the availability of spare parts, tools, and resources required for service activities.
Handle escalated service issues or crises that could impact customer relationships or the company's reputation. Develop contingency plans to address potential service disruptions.
Assisting with any additional tasks as assigned by the Company
Job Type: Full-time
Pay: ?50,000.00 - ?80,000.00 per month
Work Location: In person
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