المسمى الوظيفي

Role overview

We are hiring a seasoned Service Manager to oversee complete service operations for premium audio products in Delhi. This role focuses on service quality, team leadership, escalation handling, diagnostic coordination, KPI tracking, turnaround-time control, and delivering a high-end customer experience across the service function.

Core responsibilities

Run end-to-end service operations for the allocated audio electronics and home appliance brands.
Guide and monitor service engineers and technicians to maintain strong productivity and consistent output.
Make sure repair diagnosis, servicing, and closure of requests happen within the defined turnaround timelines.
Resolve customer escalations promptly while protecting a premium service experience.
Work closely with brand partners, distributors, service centers, and internal teams for technical and operational coordination.
Track and improve service metrics such as TAT, CSAT, First-Time Resolution, team productivity, and closure of pending cases.
Supervise repair standards, spare-part planning, and inventory control so service delivery remains uninterrupted.
Keep service data accurate and updated in CRM tools such as Zoho, Salesforce, or comparable platforms.
Handle warranty approvals, service records, reporting, and day-to-day operational planning.
Prepare periodic service performance reports and present practical insights to management.
Ensure all service activity follows brand standards, company policies, and quality procedures.
Spot improvement opportunities and implement process changes that increase efficiency and customer satisfaction.
Contribute to training and capability-building efforts for service staff to strengthen technical skills and service quality.

Required profile

Strong knowledge of consumer electronics and service processes for audio products.
6 to 8 years of relevant experience in service operations, including team handling and customer escalation management.
Familiarity with product diagnosis, repair workflows, and service center functioning.
Practical exposure to CRM and service management systems such as Zoho, Salesforce, or similar software.
Ability to monitor and improve service KPIs, including TAT, CSAT, and First-Time Resolution.
Sound problem-solving and decision-making ability with a strong customer-first mindset.
Excellent verbal and written communication, interpersonal, and stakeholder coordination skills.
Good analytical ability and reporting skills, including preparation of service performance reports.
Proven leadership skills with experience in team development and performance management.
Background with premium or luxury consumer electronics brands will be considered an advantage.

Education and experience

A B.Tech degree is required, preferably in Electronics and Communication Engineering, Electronics Engineering, Electronics and Telecommunication Engineering, or Electronics and Instrumentation Engineering. The ideal candidate should have 6 to 8 years of experience in consumer electronics or audio service management.

Additional information

This is a full-time, onsite position based in Delhi, India. No stipend or salary details were provided in the source. The vacancy count, joining date, and application deadline were not specified.

Customer Service Manager

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