Service Operations Specialist
2 weeks ago
Role Overview
The Service Operations Specialist ensures smooth day-to-day functioning of after-sales service operations across service centers, partner networks, and customer touchpoints. The role focuses on operational efficiency, process compliance, service quality improvement, and customer satisfaction, while supporting the implementation of service strategies in line with company objectives.
Role & responsibilities
Service Network Management
- Coordinate with authorized service centers, engineers, and regional service teams to ensure service processes meet company standards.
- Monitor service capacity, turnaround time (TAT), and parts availability.
- Support the onboarding, training, and compliance monitoring of new service partners.
Operational Performance Monitoring
- Track and analyze service KPIs such as TAT, and Net Promoter Score (NPS).
- Identify operational bottlenecks and propose process improvements.
- Ensure adherence to standard operating procedures (SOPs) across all touchpoints.
Reporting & Documentation
- Prepare weekly/monthly service performance reports for management review.
- Maintain updated process manuals and operational guidelines.
- Provide insights to core management team using different datasets.
Preferred candidate profile
- Education: Bachelors degree in any field
- Experience: 2-4 years in after-sales service, operations, or customer support within the smartphone or consumer electronics industry.
- Tools: MS Excel /Power BI for reporting (Must).
- Soft Skills: Strong problem-solving, communication, and multitasking skills; customer-oriented mindset.
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