Service Manager

Service Manager:

We are seeking a detail-oriented and proactive Service Manager for Wahl India to lead and optimize our nationwide service operations. The ideal candidate will bring strong operational expertise, a customer-first mindset, and the ability to manage multiple stakeholders across a dynamic service environment.This role involves overseeing all aspects of service management, including coordinating with service teams, handling customer complaints and escalations, supporting the team with repairs and warranty processes, ensuring spare parts availability to maintain smooth operations across the service network, and managing the service billing cycle.The role demands strong leadership skills and a deep understanding of service operations to drive customer satisfaction, service excellence, and operational efficiency.The role reports to the Operations Manager-India.Location: Mumbai (Goregaon)

Key Responsibilities:

• Service Operations Management: Oversee the day-to-day operations of the service team, ensuring efficient service delivery to customers. Manage authorized service partners and ensure adherence to service standards.
• Customer Satisfaction: Ensure high levels of customer satisfaction by addressing service issues promptly and maintaining a high-quality standard of repairs and service delivery.
• Team Leadership: Lead, coach, and develop the service team to enhance performance, productivity, and customer service. Manage team schedules, training, and performance evaluations.
• Service Network Management: Manage and expand the network of service partners, ensuring timely and effective service across all regions. Monitor and evaluate the performance of authorized service centers (ASC).
• Repair Management: Oversee the technical aspects of service, ensuring that all repairs are completed within specified timelines, with high-quality standards and minimal rework.
• Inventory Management: Ensure efficient management of service-related spare parts and tools. Monitor inventory levels and coordinate with the logistics team to ensure timely replenishment.
• Warranty Management: Manage warranty claims and ensure timely documentation and submission to meet company standards. Monitor warranty trends and provide feedback for continuous improvement.
• CRM and Reporting: Utilize the CRM system to track service jobs, customer interactions, and warranty claims. Generate regular reports on service performance, customer satisfaction, and key service metrics.
• Cost Control: Implement cost-saving strategies while maintaining service quality. Ensure that service operations stay within budget and identify areas for cost optimization.
• Process Improvement: Identify and implement process improvements to enhance service delivery and efficiency. Drive initiatives that lead to improved service response time and repair quality.
• Collaboration with Other Departments: Work closely with the product, logistics, and customer support teams to ensure seamless service execution. Collaborate with the marketing team to address customer feedback and service-related communications.
  

Desired Skills & Qualifications:

Master's /bachelor's degree (technical or business preferred)10+ years of professional experience in managing customer service operations.Industry preference: Consumer durables, appliances, personal care, or grooming toolsStrong understanding of after-sales service, customer care, and repair managementExcellent leadership, communication, and problem-solving skillsAbility to manage complexity, multitask, and deliver under pressureExperience with CRM systems and service operations software

Competencies:

Ensures AccountabilityHolding self and others accountable to meet commitments and achieve results.Plans and AlignsPrioritizing work to meet commitments aligned with organizational goals.Manages ComplexityMaking sense of complex, high quantity and sometimes contradictory information to effectively solve problems.Develops TalentDevelop people to meet both their career goals and the organizations goals.CourageStepping up to address difficult issues, saying what needs to be said.

Why Wahl?

We are proud to celebrate over 100 years as the standard for grooming products used by barbers and hairdressers all over the world. Professionals and home users have relied on our innovative clippers, trimmers and personal care products for an entire century.Today, the fourth generation of the Wahl Family remains deeply rooted in the daily operations and management of the organization. Living beyond the footsteps of their great-grandfather, the family continues to ensure that everything that Wahl produces aligns with the same core family values.When you work at Wahl, you join a community that is proud of its heritage of excellence and ground-breaking innovations and a company that focuses on creating value for the customer and long-term growth.