Job Description

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
Schedule:

Day shift
Work Location: In person

Application Deadline: 18/07/2025