Service Manager

Amensco Medical Technologies; Ernakulam; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Amensco Medical Technologies is seeking a Service Manager to lead service operations across policy development, scheduling, and billing coordination in Kerala. The role emphasizes coordinating technicians, ensuring SOPs and safety, and maintaining detailed service documentation for audits and compliance.

The candidate will oversee ERP-related tasks, raise accurate job cards, monitor service performance, and manage customer escalations while driving continuous improvement in service delivery and

Responsabilités

• Develop and implement service policies, procedures, and standards to ensure consistency and efficiency.
• Lead and supervise service technicians and service coordinator.
• Allocate service calls, installations, and preventive maintenance jobs (CMC).
• Monitor daily service activities, productivity, and discipline.
• Conduct technical training, safety training, and performance reviews.
• Ensure technicians follow SOPs, safety norms, and documentation standards.
• Collect data for ERP management and ensure job cards are raised accurately for all service calls.
• Review job card details including complaint description, parts used, labour, travel, and service status.
• Coordinate with the service coordinator to log complaints and schedule site visits.
• Approve spare parts usage per warranty/AMC/chargeable conditions and coordinate inventory reconciliation.
• Review Performa invoices and ensure billing eligibility; coordinate with accounts to track invoices.
• Act as escalation point for service-related customer issues and maintain professional communication with hospitals.
• Maintain service reports, installation certificates, and AMC logs; support audits and inspections.
• Share weekly and monthly service reports to MD; analyze repeat complaints and improve service efficiency.

Description du poste

Job description:

Service Manager Job Description

1. Service Management

• Develop and implement service policies, procedures, and standards to ensure consistency and efficiency
• Lead and supervise service technicians and service coordinator.
• Allocate service calls, installations, and preventive maintenance jobs(CMC).
• Monitor daily service activities, productivity, and discipline.
• Conduct technical training, safety training, and performance reviews.
• Ensure technicians follow SOPs, safety norms, and documentation standards.

2. ERP Management (End-to-End)

• Collect data for raising ticket, Designation, Phone number, Email ID, Machine Model, Serial Number, Complaint Description, Photo/ Video.
• Raise quotation based on the approval/ payment conformation, allot service technician as per the availability, competency, location and criticality of service.
• Ensure job cards are raised accurately for all service calls from Customer, Project team, and Sales team. (installation, breakdown, PM, AMC/CMC).
• Review job card details including complaint description, parts used, labour, travel, and service status.
• Ensure service reports are attached with job card.

3. Coordination & Service Scheduling

• Work closely with the Service Coordinator to:
• Receive service requests and log complaints.
• Schedule technicians and site visits.
• Track job status and escalation.

4. Spare Parts & Warranty Control

• Approve spare parts usage as per warranty/AMC/chargeable conditions.
• Monitor spare consumption against job cards.
• Ensure defective parts are returned and handed over properly to concern department.
• Coordinate with stores for inventory reconciliation.

5. Billing & Payment Coordination (PI to Payment)

• Review & Approve the Performa invoice and ensure all commercial documentation was completed.
• Verify completed job cards for billing eligibility (Warranty, AMC/CMC, out-of-warranty calls).
• Ensure timely submission of approved Performa Invoice to accounts for invoicing.
• Coordinate with accounts and service coordinator to track invoices.
• Follow up with customers for payment realization and resolve service-related billing queries.
• Ensure closure of service tickets only after payment confirmation.

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6. Customer Relationship & Escalation Handling

• Act as escalation point for service-related customer issues.
• Ensure professional communication with hospitals.
• Review customer feedback and take corrective actions.

7. Compliance, Quality & Documentation

• Maintain service reports, installation certificates, and AMC logs.
• Support audits and regulatory inspections related to service operations.

8. Reporting & Process Improvement

• Require to share Weekly Service Call Report & Weekly Installation Report to MD.
• Analyse repeat complaints, response time, closure efficiency on Monthly Service Call Report & Monthly Installation Report.
• Require to share Monthly Service Call Report & Monthly Installation Report to MD after review.
• Identify recurring technical issues and provide feedback to R&D and production teams.
• Improve service efficiency, cost control, and customer satisfaction.

Language Preferences: English, Hindi & Tamil