1. Service Operations Management

• Supervise and coordinate daily service operations, including scheduling, dispatching, and monitoring field technicians.
• Ensure timely completion of installation, preventive maintenance, and repair activities.
• Implement standard operating procedures (SOPs) to maintain service quality and efficiency.
• Monitor service KPIs such as turnaround time, response rate, and customer satisfaction.

2. Team Leadership & Development

• Lead, coach, and evaluate service technicians and coordinators.
• Conduct performance reviews and recommend training programs for skill enhancement.
• Foster a positive and collaborative work environment aligned with company values.

3. Customer Relationship Management

• Handle escalated client concerns and ensure prompt resolution.
• Build and maintain strong relationships with clients to promote trust and repeat business.
• Coordinate with the Sales and After-Sales departments to ensure seamless customer service.

4. Process Improvement & Reporting

• Identify and implement process improvements to enhance operational efficiency.
• Analyze service data and prepare regular reports on performance metrics.
• Oversee spare parts management, warranty claims, and service documentation.

5. Compliance & Safety

• Ensure all operations comply with company policies, safety regulations, and industry standards.
• Monitor field activities to ensure adherence to safety and quality protocols.
• Maintain accurate service records and ensure proper documentation for all transactions.

Qualifications

• Bachelor’s Degree in Engineering, Business Administration, or a related technical field.
• At least 5 years of experience in service operations, preferably in kitchen equipment, appliances, or related technical services.
• Proven leadership and team management skills.
• Strong technical background in equipment maintenance and troubleshooting.
• Excellent communication, problem-solving, and customer service skills.
• Proficient in MS Office and service management systems.