Area Service Manager

Mittal Electronics; Ludhiana; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Mittal Electronics is seeking a Service Operations Manager to oversee service activities in the Ludhiana region. You will manage installation, maintenance, and repair of products while ensuring customer satisfaction metrics are met and service documentation remains accurate.

You will lead service engineers and partners, track KPIs like TAT and first-time fix rate, and coordinate with Sales, Logistics, and Technical teams to ensure smooth operations.

Responsibilities

• Manage and supervise service operations within the assigned territory.
• Ensure timely installation, maintenance, and repair of products.
• Monitor service centre performance and customer satisfaction levels.
• Handle customer complaints and escalations effectively.
• Manage and guide service engineers, technicians, and service partners.
• Track service KPIs such as TAT, first-time fix rate, productivity, and customer feedback.
• Ensure warranty claim processing and service documentation accuracy.
• Coordinate with Sales, Logistics, and Technical teams for smooth operations.
• Conduct training programs for service staff and channel partners.
• Ensure compliance with company policies, safety standards, and service procedures.
• Prepare and submit periodic service reports and MIS.

Job description

Role & responsibilities

• Manage and supervise service operations within the assigned territory.
• Ensure timely installation, maintenance, and repair of products.
• Monitor service centre performance and customer satisfaction levels.
• Handle customer complaints and escalations effectively.
• Manage and guide service engineers, technicians, and service partners.
• Track service KPIs such as TAT, first-time fix rate, productivity, and customer feedback.
• Ensure warranty claim processing and service documentation accuracy.
• Coordinate with Sales, Logistics, and Technical teams for smooth operations.
• Conduct training programs for service staff and channel partners.
• Ensure compliance with company policies, safety standards, and service procedures.
• Prepare and submit periodic service reports and MIS.