Service Manager

This role is responsible for leading the Service Department by managing technical operations, customer support, field service, preventive maintenance, and overall service performance. The primary objective is to maximize equipment uptime and ensure exceptional customer satisfaction through effective coordination and leadership of all service-related activities.

Key Responsibilities

Lead service operations by planning technician assignments, prioritizing service requests, and managing field activities to guarantee timely resolution of customer issues. Monitor service performance by tracking key metrics such as response time, resolution time, equipment downtime, repeat complaints, and customer satisfaction, with the aim of continuously improving service efficiency. Allocate resources effectively by assessing technical requirements, technician expertise, and customer urgency to optimize team productivity.

Handle customer escalations by conducting thorough investigations of technical problems and coordinating corrective actions to restore equipment functionality and maintain customer confidence. Develop and implement preventive maintenance programs based on analysis of equipment usage patterns and service history to reduce breakdowns and enhance uptime. Collaborate closely with sales and commercial teams by providing technical assessments, preparing service quotations, and sharing feedback on equipment performance to support customer retention and business growth.

Maintain accurate and up-to-date service documentation, including records of installations, breakdowns, spare parts usage, maintenance activities, and technician performance, ensuring transparent reporting for management. Strengthen the service team’s capabilities by identifying technical skill gaps and organizing training, coaching, and knowledge-sharing sessions aimed at improving first-time resolution rates. Control service costs by monitoring spare parts consumption, technician productivity, and field expenses to maintain operational efficiency. Foster long-term customer relationships through regular service reviews and proactive management of recurring technical issues, thereby enhancing customer loyalty.

Required Qualifications

A Bachelor’s degree in Engineering, Technology, Business Administration, or a related discipline is required. Candidates must have a minimum of five years of experience, including managerial or supervisory roles within technical or service operations. At least two years of direct experience in technical or service operations is essential.

Preferred Qualifications and Benefits

Experience working with Barcode and Inkjet printers is highly desirable. The position offers a competitive monthly salary ranging from Rs100,000 to Rs180,000. This role requires in-person attendance at the designated work location.

During the application process, candidates will be requested to provide details regarding gender, current and expected salary, notice period, nationality, reason for leaving their current position, overall years of experience in the printing industry, current organization, and marital status.