Requirements
The Customer Service Manager must have strong understanding of engineering products, service operations, and field service KPIs, with proven ability to manage customer escalations and dealer networks. Good analytical skills with experience in RCA, PIR, and service reporting, along with effective communication and coordination skills across functions and an execution-oriented mindset are essential.
Description
PurposeThe Customer Service Manager is responsible for driving customer service performance, service KPIs. The role ensures strong execution of service strategy, effective escalation handling, dealer/service partner performance, and consistent customer experience.Key ResponsibilitiesResponsibilitiesService Operations & ExecutionManage day-to-day customer service and technical service operations across assigned countries or clusters.Ensure achievement of key service KPIs including Response Time, TTR, FTR, Repeat Complaints, and Customer Satisfaction.Drive consistency in service processes, escalation handling, and reporting.Customer Experience & EscalationAct as the first senior escalation point for complex customer and technical service issues.Build and maintain relationships with key customers, dealers, and channel partners.Drive resolution of chronic issues through RCA, PIR, and corrective action plans.Dealer & Service Partner ManagementMonitor and improve dealer/service partner performance, manpower deployment, and capability.Ensure adherence to service standards, response timelines, and quality expectations.Support dealer capability building through training, audits, and performance reviews.Technical & Cross-Functional CoordinationCoordinate with engineering, quality, supply chain, and OEM/GOEM teams for effective issue resolution.Support warranty management, failure analysis, and service documentation.Provide field insights and feedback to support product and process improvements.Team Leadership & DevelopmentLead and guide service engineers and regional service teams.Drive productivity, discipline, and customer-centric behaviour across the service organization.Support implementation of service initiatives and improvement programs rolled out by leadership.SkillsStrong understanding of engineering products, service operations, and field service KPIsProven ability to manage customer escalations and dealer networksGood analytical skills with experience in RCA, PIR, and service reportingEffective communication and coordination skills across functionsHands-on leadership and execution-oriented mindsetAttributesCustomer-focused with strong execution ownershipDecisive, structured problem-solverAbility to manage pressure and multiple stakeholders