Job Brief :
The Service Manager is responsible for overseeing the efficient delivery of after-sales services, managing third-party servicing technicians (agents), and ensuring that all operations meet or exceed agreed-upon service level agreements (SLAs) and key performance indicators (KPIs). This role also includes managing customer product servicing, monthly rental collection, and supporting sales operations. The ideal candidate must possess strong leadership skills, operational oversight capabilities, and a track record of driving service excellence across external vendor networks.
Job Responsibilities :
Service Delivery & Technician Management :
- Oversee day-to-day servicing of customer products through coordination with third-party servicing agents.
- Ensure service performance is aligned with SLAs and KPIs.
- Monitor vendor compliance, performance, and quality of work.
- Implement strategies to enhance customer satisfaction and reduce repeat service calls.
Team & Vendor Management :
Manage relationships and performance of third-party service providers.Provide clear guidance and expectations to external agents and ensure adherence to SOPs.Conduct periodic service audits and reviews with agent partners.Customer Rental Collection :
Ensure the timely and accurate collection of monthly rental payments from customers.Coordinate with internal finance / credit teams to resolve outstanding or delayed payments.Track and report on collection performance and take necessary corrective actions.Sales Support :
Collaborate with the sales team to ensure smooth post-sale customer onboarding and product handover.Provide operational input to support upselling or retention strategies.Resolve service-related issues that impact customer satisfaction and sales renewals.Process Improvement :
Identify opportunities to improve service workflows and implement automation where possible.Refine existing processes to improve turnaround time, service quality, and operational cost-efficiency.Budget and Resource Management :
Manage operational budgets related to service delivery and third-party engagement.Ensure cost-effectiveness in resource allocation and vendor invoicing.Reporting and Analysis :
Produce regular reports on service performance, customer satisfaction, rental collection, and operational metrics.Use data insights to inform decision-making and drive improvements.Compliance and Quality Assurance :
Ensure compliance with company policies, SOPs, and regulatory requirements.Implement and enforce quality control standards across all service operations.Risk Management :
Identify potential risks within service operations and vendor relationships.Develop strategies to minimize disruptions and address complaints or service failures.Inventory Management :
Monitor service-related inventory usage (e.g., spare parts) by third-party agents.Ensure inventory accountability and conduct periodic reconciliation audits.Job Requirements :
Bachelor’s degree in Business Administration, Operations Management, or a related field.8–10 years of experience in operations or service delivery management, preferably involving third-party vendor coordination.Strong leadership, negotiation, and vendor management skills.Knowledge of customer service processes, rental billing systems, and sales support functions.Excellent problem-solving and analytical skills with a data-driven mindset.Proficient in operations management systems, service tracking tools, and reporting platforms.Ability to manage budgets, control costs, and meet service deadlines.