Job Description

Job Summary:

The

Service In-Charge

is responsible for overseeing the day-to-day operations of the service department to ensure high-quality service delivery and customer satisfaction. This role involves managing a team of technicians or service staff, coordinating service schedules, handling customer issues, and maintaining service records. The Service In-Charge ensures that all service activities comply with company standards, safety regulations, and customer expectations. Strong leadership, problem-solving abilities, and a customer-focused mindset are essential for success in this role.

Qualification

: Bachelor's/Diploma in Engineering/ Business Administration, or relevant field.

Experience

: Minimum 3-6 Years Experience in same field

?

Key Responsibilities:

Team Supervision & Management

Supervise service staff (technicians, customer service reps, support staff). Assign daily tasks and monitor performance. Train new team members and conduct regular skill assessments.

Customer Service & Relationship Management

Handle escalated customer complaints and ensure timely resolution. Maintain strong relationships with key clients to ensure repeat business. Ensure service delivery meets or exceeds customer expectations.

Service Operations

Schedule and monitor service jobs, ensuring timely and quality completion. Maintain service records, job cards, and ensure proper documentation. Monitor inventory levels for spare parts and tools.

Quality Control

Implement and oversee quality checks for service jobs. Ensure adherence to company standards, safety protocols, and compliance policies. Analyze service failures and implement corrective actions.

Reporting & Documentation

Prepare daily, weekly, and monthly service performance reports. Track key performance indicators (KPIs) such as turnaround time (TAT), customer satisfaction scores, and service revenue. Report issues and improvement areas to upper management.

Coordination

Coordinate with other departments such as Sales, Inventory, and Finance to streamline service activities. Liaise with vendors and suppliers for parts, tools, or outsourced services.

Key Competencies:

Leadership & team management Customer orientation Time management Attention to detail Analytical thinking Process improvement mindset
Job Type: Full-time

Benefits:

Life insurance Provident Fund
Education:

Bachelor's (Preferred)
Location:

Kozhancheri, Kerala (Required)
Work Location: In person