Assistant Manager/ Manager- Service

Knowledge, Skills &

Abilities:

Knowledge:

%AA; Lead team towards achieving customer satisfaction

%AA; To maintain adherence to SOP

%AA; Handling all technical issues within the said TAT

%AA; Help resolve problems through technical & non technical insights

Skills:

%AA; Good Leadership and Team management skills

%AA; Good analytical & problem solving skills

%AA; Effective Verbal & written communication skill

%AA; Good computer knowledge to understand and run service software

Qualifications:

Experience:

%AA; B.E/B.Tech (Mechanical, Electronics, Electrical, EEE, Instrumentation or relevant

fields) - Minimum

%AA; 2+ years of experience

Duties &

Responsibilities

through the team

assigned:

Operation:

'A2; Appointment of new Technicians

'A2; Taking care of breakdown and maintenance of machines

'A2; Data collection of machine nos.

'A2; Controlling cost, allocating resources as per priorities and company

requirements.

'A2; Handling service data to report to the higher authorities.

'A2; Machines and Spares planning

'A2; Refurbishment Planning

'A2; Monitoring all Service Activities

'A2; 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