Service Manager- After Sales

Mukunda Foods Pvt. Ltd.; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A prominent company in automation machinery manufacturing seeks a Mid-Senior level Sr. Logistics Analyst to manage customer escalations, drive root cause analyses, and enhance service delivery. The ideal candidate will have a Bachelor's degree in Engineering and 5–10 years of relevant experience. This full-time role emphasizes strong communication and technical skills in a collaborative environment.

Qualifications

• 5–10 years of experience in Customer Success, Service Operations, or Technical Account Management.
• Proven experience handling customer escalations and conducting root cause analyses.
• Background in Manufacturing, Automation, Appliances or Technical Services preferred.

Responsibilities

• Act as the primary point of contact for customer escalations.
• Coordinate with cross-functional teams to address client concerns.
• Lead post-incident reviews to identify underlying issues.
• Track customer KPIs and identify process gaps.
• Support implementation of new tools that enhance service delivery.

Skills

Customer Relationship Management

Root Cause Analysis

Excellent communication skills

Technical proficiency

Process Improvement

Education

Bachelor’s degree in Engineering or related field

Tools

Zoho

Job description

Sr. Logistics Analyst | Supply Chain & Warehouse Operations | Procurement | Freight Cost Optimization | Excel | Power BI

Job Summary: The Service Head will be responsible for ensuring customer satisfaction and issue resolution by managing escalations, conducting root cause analyses, and maintaining strong communication with clients. The role demands a combination of technical understanding, problem-solving skills, and relationship management to drive customer success and retention.

Key Responsibilities:

• Act as the primary point of contact for all customer escalations and ensure timely resolution.
• Communicate proactively with customers regarding issue status, updates, and resolutions.
• Coordinate with cross-functional teams (Operations, Service, Engineering, and Product) to address client concerns.
• Maintain a structured escalation matrix and track resolution timelines to ensure SLAs are met.
• Build and nurture strong customer relationships through regular interactions and feedback sessions.

Root Cause Analysis (RCA)

• Lead post-incident reviews to identify the underlying cause of issues and prevent recurrence.
• Collaborate with technical and process teams to document and implement corrective and preventive actions (CAPA).
• Present RCA reports to customers and internal leadership, ensuring transparency and accountability.
• Maintain a database of recurring issues and drive continuous improvement initiatives.

Technical Acumen

• Possess strong technical understanding of company products, services, and workflows.
• Translate technical information into customer-friendly communication and vice versa.
• Work closely with technical teams to ensure accurate issue diagnosis and resolution.
• Train and guide junior team members on handling basic technical queries and escalations.

Performance Monitoring & Process Improvement

• Track customer KPIs such as uptime, service response time, and resolution rates.
• Identify process gaps and suggest enhancements to improve customer experience.
• Support implementation of new tools or systems that enhance service delivery and communication efficiency.
• Excellent communication and interpersonal skills.
• Ability to manage critical customer situations under pressure.
• Technical proficiency in understanding product functionality and troubleshooting.
• Experience with CRM or ticketing systems (Zoho).
• Strong documentation and reporting skills.

Qualifications & Experience:

• Bachelor’s degree in Engineering, or a related field.
• 5–10 years of experience in Customer Success, Service Operations, or Technical Account Management.
• Proven experience handling customer escalations and conducting root cause analyses.
• Background in Manufacturing, Automation, Appliances or Technical Services preferred.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Industries

Automation Machinery Manufacturing