Assistant Manager/ Manager- Service

Knowledge, Skills & Abilities: Knowledge: ▪ Lead team towards achieving customer satisfaction ▪ To maintain adherence to SOP ▪ Handling all technical issues within the said TAT ▪ Help resolve problems through technical & non technical insights Skills: ▪ Good Leadership and Team management skills ▪ Good analytical & problem solving skills ▪ Effective Verbal & written communication skill ▪ Good computer knowledge to understand and run service software Qualifications: Experience: ▪ B.E/B.Tech (Mechanical, Electronics, Electrical, EEE, Instrumentation or relevant fields) - Minimum ▪ 2+ years of experience Duties & Responsibilities through the team assigned: Operation: ➢ Appointment of new Technicians ➢ Taking care of breakdown and maintenance of machines ➢ Data collection of machine nos. ➢ Controlling cost, allocating resources as per priorities and company requirements. ➢ Handling service data to report to the higher authorities. ➢ Machines and Spares planning ➢ Refurbishment Planning ➢ Monitoring all Service Activities ➢ Interacting with R&D on machine development Financial: • Provide excellent customer service • Manages the Client Service Coordinators (creates staff schedules, manage workflow, handles staffing and employee issues, enforces departmental policy and procedures) • Accurately performs registration process for new and existing clients • Schedules appointments according to established procedures • Make reminder calls to clients • Meets agency participatory expectation • Assure that staff is provided with proper training, instruction, tools, and methods to perform their jobs • . Lead and motivate staff in handling change, building trust, and partnership. Encourage and build a team environment • Perform timely performance evaluations, as well as appropriate disciplinary actions.

Evaluate all Customer Service Staff on communication skills and technical knowledge • Ensure that all Customer Service Representatives have up-to-date benefit information • Ensure Customer Service follow-up methods and procedures are complete and meet time standards • Develop and train senior staff to provide a high level of support • Create method to provide feedback and Quality Assurance on identified errors • Assist with Client Services as needed • Capture and report on all Customer Service measurements, production, and turnaround time metrics Lead Team Competencies • Excellent Customer Centricity • Should lead through example • Should have Growth oriented mindset • Should contribute to Process excellence • Should be Commercially savvy