Service Manager

Role & responsibilities

A) Service Management

[Service, Key Account Management (KAM) & Customer Relationship Management (CRM)]:

1. Create business plan for the financial year with activity plan

2. Setting of Service Targets

3. Decide on service strategies with strategic initiatives for the year (i.e., Geographical expansion, adding new customers)

4. Execute service strategies via detailed follow up actions & targets for service team

5. Review effectiveness of various channels for enquiry generation and take corrective actions

6. Key Account Management Identify key customers and actively manage the relationship

7. Customer Relationship Management Decide on Customer Connect Activities & its implementation.

8. Team Development Capability Assessment & Decision on Training Inputs

B) Service Processes & Policies:

9. Set up Policies and Processes for the function

10. Ensure ZOHO Implementation

C) Marketing of Service Dept:

11. Develop & implement Service Marketing Strategy

- Online - Digital & social media activities for generating enquiries (e.g. India Mart, Just Dial, Google Ads, and Website etc.)

- Offline – Visits to Companies

- Market Communication Activities & Budgeting

12. Market & Competition Mapping

D) Receivables:

13. Ensure receivables are in line with the norms and take corrective action

E) Cross Function:

14. Monthly planning and work in collaboration with Workshop In charge

F) Reviews & Reporting:

15. Provide monthly reports to management with sales, collections details

Preferred candidate profile

Qualification

• Engineer with minimum 20 years’ experience in Techno - Commercial Service of Electrical Rotating Machines
• Experience in working with ERP & CRM tools
• Experience in creation and leading Service Teams

Skills

• Expert in Repairing / Rewinding / Service of Electrical Rotating Machines such as AC - LT Motors & HT Motors, Alternators, DC Motors.
• Techno Commercial know how of Electrical Rotating Machines
• Trouble Shooting and Fault Diagnosis of Electrical Rotating Machines
• Conducting Field Visits for Field Service Support
• Commercial know how of Electrical Rotating Machines
• Training and Motivating Service team
• Result orientation
• Negotiation Skills
• Data analytics & management
• Networking

Perks and benefits

Annual Bonus and performance incentive