Service Manager

6 days ago

Gurgaon, Haryana, India Kelwon Electronics & Appliances Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We are looking for a Service Manager(Battery, Inverter & Solar) to lead our after-sales service operations, ensuring seamless installation, maintenance, and customer support. The role demands strong expertise in service operations, team leadership, process improvement, and customer satisfaction. The Service Manager will play a critical role in building service excellence and strengthening customer trust in the brand.

Key Responsibilities

  • Ensure timely resolution of customer complaints and maintain high customer satisfaction (CSAT & NPS).
  • Maintain the turnaround times (TAT), and adherence to service SLAs.
  • Oversee installation, maintenance, and repair services for Energy & Power product categories.
  • Develop training modules and conduct workshops for ASP.
  • Drive spare parts planning, inventory control, and availability for uninterrupted service.
  • Prepare MIS reports for management review.
  • Develop the ASP network & product training
  • Build and maintain strong relationships with Service Centers (SCs) and Authorized Service Partners (ASPs).
  • Arrange the ASP service Agreement.
  • Tracking the Maintain the minimum Stock level (MSL) for Service Complaint.
  • Manage spare parts planning, returns, and inventory control to ensure uninterrupted service.

Requirements

  • Bachelors degree/Diploma in Engineering (Electronics, Electrical, Mechanical) or equivalent.
  • 6 -10 years of experience in after-sales service, service operations, or technical support, preferably in consumer durables, appliances, or electronics.
  • Proven ability to lead service teams and manage multi-location operations.
  • Strong analytical, leadership, and problem-solving skills.
  • Proficiency in MS Office, CRM, and service management tools/software.
  • Excellent communication and customer-handling skills with the ability to manage escalations effectively.

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