Area Service Manager

Job Description:

 Field Service Manager to oversee the after-sales service operations within a designated district. The ideal candidate will have extensive experience managing service calls, vendor relationships, and ensuring that customer issues are resolved in a timely and efficient manner. You will be responsible for attending to service calls, managing up to 3-4 vendors, and coordinating field operations to ensure customer satisfaction and seamless service delivery.

Key Responsibilities:

1.      Service Call Management:

o    Attend to approximately 1200+ service calls across the assigned district.

o    Ensure timely resolution of service issues by coordinating with field service technicians and vendors.

o    Monitor and track service requests, follow-ups, and resolution statuses to ensure high service standards.

o    Prioritize and delegate calls based on urgency, customer importance, and technician availability.

2.      Vendor Management:

o    Oversee and manage 3-4 vendors for various service needs.

o    Maintain positive relationships with vendors and ensure adherence to service level agreements (SLAs).

o    Negotiate contracts, monitor performance, and resolve any issues related to vendor delivery and quality.

o    Act as the primary point of contact between vendors and the organization.

3.      Field Service Coordination:

o    Lead a team of field service technicians to deliver quality service to customers.

o    Allocate resources (technicians, parts, equipment) as per the service requirements.

o    Conduct regular performance assessments of field service staff and vendors to maintain operational efficiency.

4.      Customer Satisfaction & Reporting:

o    Provide excellent customer service and support to ensure satisfaction at all levels of interaction.

o    Manage customer feedback and complaints; implement solutions for service-related issues.

o    Prepare and submit regular reports on service performance, vendor efficiency, and customer feedback to management.

5.      Process Improvement:

o    Maintain and update service manuals, process guidelines, and training materials for technicians and vendors.

o    Continuously improve the service operation based on customer feedback and field insights.

6.      Inventory & Spare Parts Management:

o    Ensure inventory of spare parts and tools is managed effectively to minimize downtime.

o    Coordinate with the warehouse and vendors to ensure timely delivery of parts and components for field service.

7.      Compliance & Documentation:

o    Ensure compliance with company policies, industry regulations, and health & safety standards.

o    Maintain accurate service records, reports, and customer history files for each service call.

Desired Profile / Criteria / Skills :

Requirements:

·         Experience: Minimum of 4 years in After Sales Service, Field Service, or a related customer support role, with a proven track record of handling service calls, vendor relationships, and team coordination.

·         Vendor Management: Experience managing relationships with 2-4 vendors and ensuring timely service delivery according to SLA agreements.

·         Service Call Handling: Demonstrated ability to manage a high volume of 3000+ service calls and provide quick and effective resolutions.

·         Technical Skills: Basic technical knowledge relevant to the products or services being provided.

·         Leadership: Strong leadership and team management skills, with experience in leading and coordinating field teams.

·         Communication Skills: Excellent communication skills, both verbal and written, with the ability to manage customer relationships and vendor negotiations effectively.

·         Software Skills: Familiarity with service management software or tools (e.g., CRM, ERP, or field service management platforms).