Website:
tifc.co.in
Job details:
Job Summary
We are looking for an experienced
Senior Customer Service Manager to lead our North Region customer service and after-sales operations. The ideal candidate should have a proven track record in customer service management, AMC renewals, spare parts sales, field service operations, and team leadership. This role requires driving customer satisfaction, improving service efficiency, and achieving service revenue targets while ensuring seamless support for our customers.
Key Responsibilities
- Lead and manage customer service and after-sales operations across the North Region.
- Handle a team of Service Engineers and Service Coordinators, ensuring high performance and customer satisfaction.
- Drive AMC (Annual Maintenance Contract) renewals and increase service revenue.
- Develop strategies to improve spare parts sales and aftermarket business.
- Monitor preventive maintenance, breakdown service, installations, and customer support activities.
- Resolve customer escalations and ensure timely issue resolution.
- Coordinate with Sales, Projects, Logistics, and technical teams for smooth service delivery.
- Track and improve service KPIs including response time, turnaround time, first-time fix rate, and customer satisfaction.
- Maintain service reports, CRM updates, and MIS dashboards.
- Ensure effective inventory management and availability of critical spare parts.
- Identify process improvement opportunities and implement best service practices.
- Travel across the North Region as required.
Preferred Candidate Profile
- 6–10 years of experience in Customer Service/After Sales.
- Minimum 2–3 years of experience in a managerial role.
- Strong experience in AMC renewals, spare parts sales, and field service management.
- Experience in handling customer service teams across the North Region.
- Proficiency in CRM platforms such as SAP, Zoho CRM, or similar service management tools.
- Excellent leadership, communication, negotiation, and problem-solving skills.
- Strong customer relationship management and stakeholder management abilities.
- Self-driven, result-oriented, and capable of managing multiple priorities.
- Gurgaon/NCR-based candidates will be preferred.
- Experience in the Fitness Equipment, Medical Equipment, HVAC, Elevators, Capital Equipment, or Engineering Services industry will be an added advantage.
Skills: customer service,customer,spare parts,operations,customer satisfaction,management,sales,renewals,crm,amc
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