Senior Service Manager

Responsibilities:

• Develop and implement customer service strategies based on market and customer requirements
• Ensure timely resolution of customer complaints, product issues, and warranty claims
• Monitor customer satisfaction scores, complaint TAT, and service dashboard performance
• Analyse customer feedback and product failure trends to improve service quality
• Support Regional Sales Managers and Territory Leaders with customer service and product-related inputs
• Manage and review claims, warranty handling, and dealer claim settlements
• Plan and conduct training programs for sales teams on service excellence, claims handling, and product knowledge
• Participate in product testing, competitor benchmarking, and provide feedback to R&D and product teams
• Interact with key customers, OEMs, and fleet operators to improve service experience
• Generate and convert new sales opportunities and manage key fleet accounts
• Conduct surveys, driver programs, and customer education initiatives
• Prepare service performance reports and provide insights to senior management

Experience Requirement:

712 years in customer service, technical support, or fleet/key account sales.

Education: Graduate / Postgraduate (Marketing or related field preferred).