Service Executive

Job description Role Summary The Service Front Liner is responsible for overseeing post-sales service and support activities for customers. This role includes managing service teams to ensure timely resolution of customer issues, tracking service performance metrics, and driving customer satisfaction. Additionally, the Service Team Lead will develop service strategies that focus on profit-making and cross-selling opportunities, ensuring that service activities contribute to the overall growth of the company. Key Responsibilities Post-Sales Service Management : Oversee the end-to-end service process for products post-sales, ensuring timely and effective resolution of customer issues. Manage the service team to provide consistent, high-quality support and ensure customer satisfaction. Team Management and Leadership : Lead and motivate the service team to achieve high performance and maintain a positive, customer-centric attitude. Foster an environment of teamwork and collaboration to ensure service delivery meets organizational standards. Service Performance Metrics : Track and analyze service performance metrics, including response times, resolution rates, and customer feedback. Use data to identify trends, improve service processes, and ensure that service targets are met. Customer Satisfaction and Relationship Management : Ensure high levels of customer satisfaction through prompt, effective, and professional service. Address escalated customer concerns or complaints and take appropriate actions to resolve issues. Conduct regular follow-ups with customers to ensure post-service satisfaction and identify areas for improvement. Service Strategy Development : Develop and implement service strategies that focus on driving profitability and exploring cross-selling opportunities for related products or services. Work with sales and marketing teams to align service offerings with overall business objectives and customer needs. Service Process Improvement : Identify opportunities to streamline and improve service processes, reduce costs, and enhance service quality. Implement best practices in service management to improve operational efficiency and reduce service downtime. Performance Monitoring : Monitor service team performance through key metrics such as response time, customer satisfaction, and resolution time. Ensure continuous improvement in service quality by tracking KPIs and initiating corrective actions as needed. Qualifications 1. Education: Bachelor s in Engineering by Mechanical, Electrical or Electronics branch or Three-year Diploma in Mechanical, Electrical or Electronics branch. MBA/PGDM in Sales & Marketing required 2. Experience: MBA/Masters Tier1- Fresher Or BSC/B.com/BBA- 3+ Year Ex Or Diploma-2+ Years of Ex. Proven experience in managing government and international business, as well as overseeing installation and service functions Role: Customer Success Associate Industry Type: Industrial Equipment / Machinery Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate PG: MBA/PGDM in Marketing Key Skills Relationship managementService managementTeam managementSalesCustomer satisfactionProcess improvementContinuous improvementOperationsService qualityPerformance monitoring