Assistant Service Head

( Experience 5 to 6 years Diesel Generator service industry)

pondicheery

 

Handling service engineers Customer service follow-ups

We are looking for a motivated and dynamic Assistant Service Head to support the leadership team in managing and overseeing day-to-day operations of our service department. The ideal candidate will be responsible for ensuring high-quality service delivery, customer satisfaction, and operational efficiency. The Assistant Service Head will work closely with the Service Head and other key departments to implement strategic initiatives, manage team performance, and contribute to the overall success of the service function.

Key Responsibilities:

1. Operational Support and Oversight:

   • Assist the Service Head in the day-to-day management of the service department, ensuring smooth operations and timely resolution of issues.
   • Supervise and coordinate service activities to ensure high standards of service quality, efficiency, and productivity.
   • Monitor key performance indicators (KPIs) for service delivery and suggest improvements to meet or exceed established targets.

2. Team Management and Development:

   • Assist in managing the service team, ensuring adequate staffing levels, training, and resources to deliver excellent customer service.
   • Provide guidance and support to service team members, offering coaching and resolving any issues related to performance, quality, or customer interaction.
   • Conduct performance reviews and provide constructive feedback to team members, identifying opportunities for development and growth.

3. Customer Service and Relationship Management:

   • Ensure that customer service standards are met and maintained across all touchpoints, from initial inquiries to after-service support.
   • Act as a point of escalation for complex or critical customer issues, ensuring quick resolution and customer satisfaction.
   • Build and maintain positive relationships with customers to enhance retention and loyalty.

4. Service Delivery Process Improvement:

   • Support the Service Head in identifying inefficiencies in service delivery processes and recommending improvements.
   • Participate in the development and implementation of best practices, process improvements, and service standards to enhance customer experience.
   • Help establish and document clear service procedures and guidelines to ensure consistency across the team.

5. Reporting and Documentation:

   • Assist in preparing regular reports on service department performance, including customer satisfaction surveys, service response times, and issue resolution metrics.
   • Analyze data to identify trends and areas for improvement in service delivery.
   • Ensure that all service-related documentation is accurate, up-to-date, and compliant with internal policies and external regulations.

6. Collaboration with Other Departments:

   • Collaborate with sales, operations, and technical teams to ensure the service department meets client expectations and integrates well with other business functions.
   • Support cross-departmental communication to resolve customer issues or improve service delivery.
   • Actively participate in meetings with other department heads to discuss service trends, challenges, and solutions.

7. Resource Management:

   • Assist in managing service department budgets, ensuring cost-effective service delivery without compromising on quality.
   • Ensure that the team has access to the necessary tools, equipment, and resources to deliver services effectively.
   • Monitor service delivery schedules, ensuring that all resources are used optimally.

8. Health & Safety and Compliance:

   • Ensure that the service department adheres to relevant health, safety, and industry regulations.
   • Help ensure compliance with quality standards, ensuring that all service operations are conducted in line with legal, regulatory, and organizational requirements.
   • Assist with audits and quality control checks to maintain high standards.

9. Crisis Management and Issue Resolution:

   • Assist in handling service-related crises or emergencies, ensuring that service interruptions are minimized, and customer communication is clear and effective.
   • Help resolve service delivery issues or conflicts, ensuring customer satisfaction and operational continuity.