Service Manager

Baltra Home Appliances; New Delhi; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Baltra Home Appliances is seeking an experienced Service Operations Manager to lead the service coordination team, assign daily responsibilities, monitor performance, and ensure timely resolution of service requests.

You will coordinate with authorized service centers, track complaints from registration to final resolution, manage warehouse coordination for spare parts, and drive process improvements through root-cause analysis.

Qualifications

• Graduate in any discipline; relevant management qualifications are a plus.
• Experience in service management, after-sales operations, or customer service.
• Strong team leadership and decision-making skills.
• Analytical, problem-solving, and effective communication abilities.
• Proficient in MS Excel, MS Office, and reporting.
• Ability to manage multiple responsibilities and meet deadlines.

Responsibilities

• Manage and supervise the service coordination team and assign daily responsibilities.
• Monitor team performance, productivity, follow-ups, and pending tasks.
• Ensure team members follow proper procedures and meet defined timelines.
• Conduct regular reviews and provide guidance to improve team efficiency.
• Coordinate with authorized service centres to monitor service requests and pending cases.
• Review service centre performance and ensure timely complaint resolution.
• Address operational issues and escalate critical matters to senior management when required.
• Maintain effective communication with service partners.
• Oversee customer complaints from registration to final resolution.
• Monitor pending, delayed, and escalated complaints and ensure timely action.
• Analyze recurring complaints and identify the root causes of service issues.
• Handle critical customer escalations and ensure appropriate corrective action.
• Coordinate with warehouse teams for spare parts availability and timely dispatch.
• Monitor pending dispatches, delivery delays, and service-related requirements.
• Resolve coordination issues between warehouses and service centres.
• Ensure regular updates on dispatch status and related operational concerns.

Skills

Team leadership

Decision making

Analytical thinking

Communication

Multitasking

Escalation handling

Education

Graduate

Tools

MS Excel

MS Office

Reporting

Job description

Role & responsibilities

• Manage and supervise the service coordination team and assign daily responsibilities.
• Monitor team performance, productivity, follow-ups, and pending tasks.
• Ensure team members follow proper procedures and meet defined timelines.
• Conduct regular reviews and provide guidance to improve team efficiency.
• Coordinate with authorized service centres to monitor service requests and pending cases.
• Review service centre performance and ensure timely complaint resolution.
• Address operational issues and escalate critical matters to senior management when required.

Maintain effective communication with service partners

• Oversee customer complaints from registration to final resolution.
• Monitor pending, delayed, and escalated complaints and ensure timely action.
• Analyze recurring complaints and identify the root causes of service issues.

Handle critical customer escalations and ensure appropriate corrective action

• Coordinate with warehouse teams for spare parts availability and timely dispatch.
• Monitor pending dispatches, delivery delays, and service-related requirements.
• Resolve coordination issues between warehouses and service centres.
• Ensure regular updates on dispatch status and related operational concerns.

Preferred candidate profile

• Graduate in any discipline; relevant management qualifications will be an advantage.
• Experience in service management, after-sales operations, or customer service.
• Strong team management, leadership, and decision-making skills.
• Good analytical, problem-solving, and communication abilities.
• Working knowledge of MS Excel, MS Office, and reporting.
• Ability to manage multiple responsibilities and meet deadlines.
• Strong follow-up skills and the ability to handle escalations effectively.

• Experience in home appliances, electronics, or consumer durables.
• Experience managing service teams, authorized service centres, and warehouse coordination.
• Experience in complaint analysis, performance monitoring, and process improvement.