Service Manager

LOCATION: Bangalore
NO. OF YEARS OF EXPERIENCE: 10 to 15 years
JOB TYPE: Full-Time

About Posiflex:

This role requires a dynamic and experienced service manager to oversee the service operations of Posiflex India in the south region (Karnataka, Tamil Nadu, Kerala, Andhra Pradesh, and Telangana). The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric approach to ensure the highest level of service delivery and customer satisfaction.

Roles & Responsibilities:

• Lead and motivate a team of service engineers and support staff to ensure timely and efficient resolution of customer issues and requests.
• Maintain a deep understanding of our products, including point-of-sale systems, printers, scanners, and related hardware, to provide expert guidance and support to the service team and customers.
• Oversee all aspects of service delivery, including scheduling, dispatching, and tracking of service calls to meet service level agreements (SLAs) and customer expectations.
• Oversee the installation process of point-of-sale systems, printers, scanners, and associated hardware, ensuring timely and accurate installation according to customer requirements and industry standards.
• Manage all aspects of AMCs, including renewal and fulfilment.
• Cultivate strong relationships with key customers, understanding their needs, and proactively addressing any concerns or issues to ensure high levels of customer satisfaction and retention.
• Act as a point of escalation for complex technical issues, working closely with the service team to troubleshoot and resolve problems efficiently while minimising downtime for customers.
• Implement and maintain quality assurance processes and standards to ensure consistent and high-quality service delivery across all customer interactions.
• Develop and deliver training programs for the service team to enhance their technical skills, product knowledge, and customer service capabilities.
• Monitor service team performance metrics, analyse trends, and generate reports to identify areas for improvement and optimise service delivery processes.
• Work closely with inventory and logistics teams to ensure adequate stock levels of spare parts and equipment, minimising downtime for repairs and replacements.

Skills and Qualifications:

  • Bachelor’s degree in a related field (e.g., computer science, engineering) or equivalent experience.
  • Proven experience in a service management role, preferably in the IT hardware industry, with a focus on point-of-sale systems, printers, scanners, or similar technology.
  • Strong technical background with hands-on experience troubleshooting hardware and software issues.
  • Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team of service professionals.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.
  • Customer-centric approach with a strong commitment to delivering exceptional service and exceeding customer expectations.
  • English, Tamil, Telugu, and Kannada are mandatory languages to be known, and other languages will be an added advantage.

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