TK Sales Support Engineer-1

Service managers typically oversee day-to-day operations, dealer staff development, resources, service quality, and stakeholder relationships. Monitor service performance against KPIs, SLAs, response time, resolution time, repeat failures, and customer satisfaction. Coordinate with sales, operations, logistics, stores, finance, and technical teams. Support budgeting, manpower planning, spare-parts planning, and departmental targets. Typical KPIs. Experience with service management software, CRM, ERP, or ticketing systems. Working knowledge of MS Excel, ERP, CRM, and service-ticketing systems. Reports to: Head of Service' Service Leader. To manage and lead the service department, ensuring timely, high-quality, and cost-effective service delivery. The role is responsible for customer satisfaction, team performance, service operations, warranty support, and continuous improvement. Lead and supervise service engineers, technicians, coordinators, and support staff. Plan and allocate service calls, preventive maintenance, breakdowns, installations, and customer visits. Handle escalated customer complaints and ensure timely corrective action. Manage warranty claims, service contracts, spare parts, tools, and service-related expenses. Review technical reports, failure trends, root-cause analysis, and corrective/preventive actions. Ensure compliance with company policies, safety procedures, statutory requirements, and quality standards. Maintain accurate service records, equipment history, job cards, reports, and dashboards. Coordinate with dealers, vendors, OEMs, contractors, and major customers. Identify training requirements and improve the technical capability of the service team. Prepare regular reports on service performance, pending complaints, field failures, costs, and customer feedback. Drive process improvements to reduce downtime, repeat complaints, and operating costs. Travel to customer sites or branches when required. Bachelor’s degree or diploma in Mechanical, Electrical, Electronics, Refrigeration, or a related technical discipline. Approximately 5–10 years of experience in technical service, field operations, equipment maintenance, or after-sales support. At least 2–5 years of experience supervising a service team. Strong knowledge of troubleshooting, preventive maintenance, documentation, and customer handling. Experience in refrigeration, HVAC, reefer equipment, industrial machinery, or similar equipment would be advantageous. Required Skills. Team leadership and staff coordination. Customer-service and complaint-resolution skills. Planning, prioritisation, and follow-up. Vendor and dealer management. Report preparation and data analysis. Good written and verbal communication. Reporting Structure.