Regional Service Manager

Run Service Infocare; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Run Service Infocare in Chennai region is seeking a Service Manager to lead and coordinate service teams including engineers and field staff. You will plan, allocate, and monitor service calls to ensure timely resolutions and maintain high customer satisfaction.

The role requires driving KPI-based performance, providing technical guidance, and handling escalations while ensuring adherence to SOPs and safety standards across the region.

Responsibilities

• Lead and manage service teams across the assigned location, including service engineers and field support teams.
• Plan, allocate, and monitor service calls to ensure timely and effective resolution.
• Drive regional wise service performance against defined KPIs such as turnaround time, first-time fix rate, productivity, repeat complaints, and customer satisfaction.
• Provide technical guidance and support to teams for complex troubleshooting and escalated service cases.
• Manage critical customer and technical escalations and ensure timely closure.
• Ensure adherence to service quality standards, processes, SOPs, and company policies across the region.
• Monitor the performance and productivity of service engineers and take corrective actions where required.
• Conduct regular performance reviews, coaching, and skill development for the service team.
• Ensure adequate technical capability within the team across relevant appliance/product categories.
• Maintain oversight of service reports, call closure records, inventory, spare parts, and other operational documentation.
• Monitor inventory and spare-parts availability to minimize service delays and improve resolution timelines.
• Coordinate with internal teams, service partners, vendors, and other stakeholders to resolve operational issues.
• Analyse location wise service data and identify trends, recurring issues, and opportunities for process improvement.
• Ensure compliance with safety, technical, and service quality standards.
• Drive continuous improvement initiatives to enhance operational efficiency and customer experience

Job description

Job Responsibilities:

• Lead and manage service teams across the assigned location, including service engineers and field support teams.
• Plan, allocate, and monitor service calls to ensure timely and effective resolution.
• Drive regional wise service performance against defined KPIs such as turnaround time, first-time fix rate, productivity, repeat complaints, and customer satisfaction.
• Provide technical guidance and support to teams for complex troubleshooting and escalated service cases.
• Manage critical customer and technical escalations and ensure timely closure.
• Ensure adherence to service quality standards, processes, SOPs, and company policies across the region.
• Monitor the performance and productivity of service engineers and take corrective actions where required.
• Conduct regular performance reviews, coaching, and skill development for the service team.
• Ensure adequate technical capability within the team across relevant appliance/product categories.
• Maintain oversight of service reports, call closure records, inventory, spare parts, and other operational documentation.
• Monitor inventory and spare-parts availability to minimize service delays and improve resolution timelines.
• Coordinate with internal teams, service partners, vendors, and other stakeholders to resolve operational issues.
• Analyse location wise service data and identify trends, recurring issues, and opportunities for process improvement.
• Ensure compliance with safety, technical, and service quality standards.
• Drive continuous improvement initiatives to enhance operational efficiency and customer experience