Service Manager

Role & responsibilities:

1. Service Operations Management Develop and implement strategies for efficient service operations. Monitor and optimize service workflows, including installation, repair, and maintenance processes. Ensure timely resolution of customer complaints and technical issues.

2. Team Leadership Lead and manage a team of service technicians and engineers. Conduct training and skill development programs to improve team performance. Evaluate team performance and provide constructive feedback for growth.

3. Customer Satisfaction Act as the primary point of contact for escalated customer concerns. Ensure consistent communication with customers regarding service status, timelines, and resolutions. Implement systems to gather customer feedback and improve service quality.

4. Technical Expertise Stay updated on the latest RO technologies and industry advancements. Provide technical guidance to the team and ensure adherence to safety and quality standards. Oversee the proper use and maintenance of service tools and equipment.

5. Quality Assurance Monitor service quality to ensure compliance with organizational and regulatory standards. Conduct regular audits and inspections of service activities and equipment. Collaborate with the production team to address manufacturing defects and enhance product reliability.

6. Budget and Resource Management Develop and manage the service department budget. Optimize resource allocation for cost-effective operations. Oversee procurement of spare parts and inventory management.

7. Reporting and Analytics Track service metrics such as response time, resolution time, and customer satisfaction. Prepare periodic reports for senior management to highlight performance and improvement areas. Use data insights to make informed decisions and drive continuous improvement.

8. Compliance and Safety Ensure all service activities comply with local regulations, safety standards, and company policies. Promote a culture of safety within the service team .

Key Competencies:

• Customer-focused mindset
• Strategic planning and execution
• Adaptability to evolving technologies
• High level of accountability and integrity
• Ability to manage multiple tasks and priorities

Skills:

• Strong technical knowledge of RO systems and water treatment technologies.
• Leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.
• Proficiency in service management software and tools