Service Manager

For the service team in the electrical switchboard building industry, providing

excellent after-sales service is crucial for customer satisfaction and the success of

the business. Here are some Key Performance Indicators (KPIs) that can help

measure the performance of the service team in this industry:

1. Response Time: Measure the time it takes for the service team to respond to

customer inquiries, service requests, or reported issues. A prompt response is

essential for customer satisfaction.

2. Resolution Time: Track the time taken by the service team to resolve

customer issues or service requests. Efficient issue resolution contributes to

overall customer satisfaction.

3. Customer Satisfaction (CSAT) Score: Obtain feedback from customers

regarding their satisfaction with the service provided. Regular surveys or

feedback forms can help measure and improve customer satisfaction.

4. First-Time Fix Rate: Measure the percentage of service requests or issues

that are resolved on the first visit. A higher first-time fix rate indicates the

efficiency of the service team.

5. Service Contract Renewal Rate: Track the percentage of customers

renewing service contracts. A high renewal rate signifies customer confidence

in the service team's performance.

6. Preventive Maintenance Completion Rate: Monitor the completion rate of

scheduled preventive maintenance tasks. This KPI ensures that proactive

measures are taken to prevent issues.

7. Service Team Utilization: Assess the efficient use of the service team's time

and resources. Maximizing team utilization contributes to cost-effectiveness.

8. Customer Retention Rate: Measure the percentage of customers retained

over a specific period. High customer retention rates indicate the success of

the service team in maintaining long-term customer relationships.

9. Inventory Management: Track the availability of necessary spare parts and

equipment for service requests. Effective inventory management ensures

timely and efficient service delivery.

10. Training and Certification: Ensure that service team members are

adequately trained and certified to handle various service tasks. Continuous

training contributes to enhanced service capabilities.

11. Average Number of Service Calls per Technician: Monitor the workload of

individual service technicians. Balancing the workload ensures effective

coverage and timely responses.

12. Contracted Service Level Agreement (SLA) Compliance: Evaluate the

service team's compliance with SLAs outlined in service contracts. Meeting

SLAs is critical for customer satisfaction and contractual obligations.

13. Customer Complaint Resolution: Track the effectiveness and timeliness of

resolving customer complaints. This KPI helps identify areas for improvement

in service delivery.

14. Up-selling and Cross-selling: Measure the success rate of offering

additional services or products during service interactions. This contributes to

increased revenue and customer satisfaction.

15. Safety Incidents: Monitor and minimize safety incidents related to service

activities. Ensuring a safe working environment contributes to the well-being

of both service team members and customers.

Regularly reviewing these KPIs can help the service team identify areas for

improvement, enhance customer satisfaction, and contribute to the overall success

of the electrical switchboard building business. Adjust the KPIs based on the specific

goals and challenges faced by your organization.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off

Schedule:

• Day shift

Work Location: In person