Service Manager

Job Description:

Role Overview
We are looking for a Service Manager to lead and manage compny’s after-sales service operations,
including complaint handling, in-warranty services, AMC execution, and service team
coordination. This role ensures that customer issues are resolved efficiently, service
commitments are met on time, and all service activities are documented as per company and
OEM requirements.
The ideal candidate is process-oriented, customer-focused, and capable of managing service
teams, planning workloads, and maintaining service quality.
Key Responsibilities
● Service Operations Management
● Oversee daily service operations, including breakdown calls, in-warranty services, and
AMC services.
● Ensure service requests are planned, executed, and closed within defined timelines.
● Monitor service workload, technician allocation, and route planning.
● Team & Resource Coordination
● Manage Service Coordinators, Technicians, and Service Partners.
● Ensure proper deployment of manpower, tools, and spare parts.
● Guide the team on technical issues, service priorities, and customer handling.
● Complaint Handling & Customer Coordination
● Ensure all complaints are logged, tracked, and closed systematically.
● Handle escalated customer issues and ensure satisfactory resolution.
● Maintain professional communication with customers during service cycles.

● AMC & Warranty Service Control
● Ensure in-warranty and AMC services are carried out as per schedule and SOP.
● Monitor service plans, plan vs actual performance, and pending calls.
● Support AMC renewals and customer retention through timely service delivery.
● Documentation, CRM & Reporting
● Ensure accurate and timely updates in CRM, service registers, and daily sheets.
● Review service reports, call slips, and supporting documents.
● Submit regular reports on service performance, pending calls, and ageing issues.
● Billing & Internal Coordination
● Coordinate with Accounts for service billing, warranty claims, and AMC invoicing.
● Ensure proper documentation for OEM claims and internal audits.
● Support management with data related to service costs, productivity, and efficiency.
Expectations from the Role
● Timely closure of service calls with minimal customer complaints.
● High adherence to service SOPs and documentation standards.
● Improved customer satisfaction and repeat service/AMC conversions.
● Efficient utilization of service manpower and resources.
Qualifications
● Diploma / BE in Mechanical Engineering or related field.
● 4–6 years of experience in HVAC service operations or after-sales management.
Skills Required
● Strong understanding of HVAC service, troubleshooting, and maintenance practices.
● Good planning, coordination, and team management skills.
● Customer-centric approach with problem-solving ability.
● Working knowledge of CRM systems, service documentation, and reporting.
Work Environment
● Operations-Focused: Fast-paced service environment with daily coordination.
● Customer-Centric: Direct impact on customer satisfaction and brand image.
● Team-Oriented: Continuous interaction with technicians, coordinators, and OEMs.
● Process-Driven: Strong emphasis on SOP compliance and documentation accuracy.

Compensation & Benefits
● Competitive salary based on experience and responsibility.
● Performance-based incentives linked to service efficiency and customer satisfaction.
● PF, ESIC (as applicable), and statutory benefits.
● Career growth opportunities into senior service or operations leadership role