Service Manager

Unicorn Denmart Ltd; New Delhi; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Unicorn Denmart Ltd is seeking a Service Manager to oversee national service delivery, drive uptime of equipment, and manage customer escalations. The role requires leading service teams across multiple locations, optimizing resources, and ensuring cost-efficient, high-quality service.

The ideal candidate will have strong technical knowledge of electro-medical equipment, a data-driven mindset for service metrics, and excellent stakeholder management.

Qualifications

• Strong technical understanding of dental/medical/electro-medical equipment and fault diagnosis.
• Proven leadership of geographically distributed service teams and coaching managers/engineers.
• Analytical and data-driven approach to service metrics, ageing analysis and RCA.
• Strong customer-handling, escalation-management and decision-making under pressure.
• Commercial understanding of AMC/CMC contracts, service costs and spare-parts control.
• Excellent planning, coordination and stakeholder-management skills.

Responsibilities

• Own service delivery performance across locations and drive response-time and TAT adherence.
• Monitor breakdowns, ageing cases, overdue complaints and ensure closure within SLA.
• Lead resolution of high-impact or escalated customer complaints with professional communication.
• Review and improve service metrics, RCA and preventive actions.
• Lead, guide and assess Service Managers, Area Service In-charges and Engineers nationwide.
• Coordinate spare parts availability and inventory to minimize downtime.
• Drive AMC/CMC renewal planning, follow-ups and contract profitability across locations.

Skills

Leadership

Analytics

Customer handling

Planning & coordination

Stakeholder management

Service metrics

Team coaching

Tools

ERP/service-management software

MS Office (Excel, Word, PowerPoint)

Job description

Service Manager

Roles & Responsibilities

1. National Service Delivery & Equipment Uptime

• Own service delivery performance across locations and drive adherence to defined response-time and turnaround-time (TAT) commitments.
• Monitor breakdown calls, open and ageing cases, overdue complaints and resolution quality; drive closure within the defined SLA, including the stated three-day call-closure target where applicable.
• Identify recurring equipment issues and lead corrective and preventive actions to reduce repeat complaints and downtime.
• Standardise service practices and ensure consistent execution across regions.

2. Customer Experience & Escalation Management

• Review critical, pending and long-overdue complaints with Area Service In-charges and regional teams.
• Personally lead resolution of high-impact or escalated customer complaints and ensure timely, professional communication with doctors and clinics.
• Track customer feedback, complaint trends and service recovery actions to improve customer satisfaction.

3. Service Team Leadership & Capability Building

• Lead, guide and review Service manager, Area Service In-charges and Service Engineers across the national service network.
• Set clear performance expectations, monitor engineer productivity and optimise allocation of service resources.
• Assess technical capability gaps and organise product, troubleshooting, refresher and process training.
• Build a disciplined, accountable and customer-focused service culture; review team performance and development needs.

4. Spare Parts, Inventory & Technical Coordination

• Work closely with the Spare Store and relevant internal teams to ensure timely availability of critical spare parts.
• Reduce downtime caused by parts unavailability through better planning, escalation and consumption monitoring.
• Review spare-parts usage against equipment failure trends and investigate unusual or avoidable consumption.

5. AMC/CMC Business, Renewals & Cost Control

• Drive AMC/CMC renewal planning, follow-up, closures and contract profitability across locations.
• Ensure customers approaching warranty expiry are contacted in a timely manner and offered appropriate service-contract options.
• Monitor service costs, spare consumption and unauthorised replacements; promote cost-effective resolution without compromising service quality.

6. Process Governance, MIS & Root Cause Analysis

• Ensure accurate service-call logging, allocation, closure notes and documentation in the ERP/service-management portal.
• Review daily, weekly and monthly service MIS covering open calls, ageing, TAT, productivity, repeat complaints and escalations.
• Lead Root Cause Analysis (RCA) for major failures and recurring complaints, and track corrective actions to completion.
• Use service data to identify trends, improve processes and support management reviews.

7. Continuous Improvement & Cross-functional Collaboration

• Partner with Sales, Product, Spare Store and other internal teams to resolve customer issues and improve service readiness.
• Recommend improvements in service coverage, workflows, training, tools and customer communication based on performance data and field feedback.
• Travel to branches/customer locations as required to review service quality, support critical cases and strengthen team capability.

Desired Skills & Competencies

• Strong technical understanding of dental, medical or electro-medical equipment, including installation, troubleshooting and fault diagnosis.
• Demonstrated leadership of geographically distributed service teams and ability to coach managers and engineers.
• Analytical and data-driven approach to service metrics, ageing analysis, productivity and root-cause investigation.
• Strong customer-handling, escalation-management and decision-making skills, including under pressure.
• Commercial understanding of AMC/CMC contracts, service costs and spare-parts control.
• Strong planning, coordination, communication and stakeholder-management skills.

Computer & Systems Skills

• Working knowledge of ERP or service-management software for complaint logging, allocation, tracking and closure.
• Good command of MS Office, particularly advanced Excel for service MIS and analytics, and Word / PowerPoint for reporting and reviews.