Customer Service Operations Manager

Service Operations Management

Plan, organize, and oversee preventive and corrective maintenance activities.

Manage day-to-day field service operations to ensure timely response and closure of service calls.

Monitor service performance against contractual Service Level Agreements (SLAs).

Ensure proper allocation of manpower, tools, spares, and resources.

Track open service tickets and drive timely resolution of customer issues.

Review service reports, maintenance records, and closure documentation.

Team Leadership & Technical Support

Lead, mentor, and support field technicians and service engineers.

Provide technical guidance for troubleshooting complex system faults.

Conduct regular team reviews, performance evaluations, and training programs.

Ensure adherence to company processes, safety requirements, and quality standards.

Support technicians during critical breakdowns, escalations, and major maintenance activities.

Assist in recruitment, onboarding, and development of service personnel.

Customer Relationship Management

Act as the primary interface between customers and the service organization.

Attend customer meetings, service reviews, and operational discussions.

Address customer concerns, escalations, and service-related issues promptly.

Build and maintain strong relationships with key stakeholders and decision-makers.

Ensure high levels of customer satisfaction and service excellence.

Provide periodic service performance reports and recommendations for system improvements.

Technical & Contract Management

Support installation, commissioning, and system upgrade projects when required.

Review maintenance contracts, service obligations, and warranty commitments.

Identify opportunities for contract renewals, upgrades, modernization, and additional service offerings.

Coordinate with OEMs, vendors, and suppliers for technical support and spare parts.

Manage spare inventory planning and material availability for service operations.

Systems Covered

Work Location: In person .