Field Service Manager

Key Responsibilities:

Customer Service & Support:

Oversee and manage after-sales service operations, ensuring timely and effective customer support.

Address customer complaints and escalate complex issues to maintain satisfaction.

Ensure compliance with warranty policies and procedures.

Service Operations Management:

Develop and implement strategies for efficient after-sales service, including maintenance, repair, and support.

Monitor key performance indicators (KPIs) such as service response time, resolution rates, and customer feedback.

Coordinate with internal teams (sales, logistics, and technical teams) for seamless service delivery.

Develop and maintain good relationships with subcontractors.

Ensure all company assets (eg: vans, motorbikes, keys, access card etc) are maintained timely, records are all properly filed and provided to respective parties (eg: Admin Department) for safekeeping and ensuring assets are safe to use for the technicians.

Ensuring all departmental assets (eg: spare parts, tools etc) are recorded with proper documentations, tallies with current stock count and there are no misuse of company funds to procure these items.

Ensuring any claims (reimbursement claim, overtime claim etc) from subordinates are verified and thoroughly checked and approved with supporting documentation.

Team Leadership & Training:

Manage and train after-sales service technicians to enhance technical skills and customer handling.

Provide training to subcontractors.

Assign tasks and monitor team performance, ensuring service efficiency.

Foster a customer-centric culture within the service department.

Process Improvement & Reporting:

Analyze service data to identify trends and areas for improvement.

Develop service improvement plans to enhance efficiency and reduce downtime.

Prepare regular reports on after-sales performance