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 insightsSkills:▪ 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 experienceDuties & Responsibilitiesthrough 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 developmentFinancial:• 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 metricsLead Team Competencies• Excellent Customer Centricity• Should lead through example• Should have Growth oriented mindset• Should contribute to Process excellence• Should be Commercially savvy

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