Assistant Manager - Service

Overview:

The Assistant Manager - Service will lead the refrigeration service operations, ensuring exceptional customer satisfaction, efficient team management, and seamless coordination between service technicians and other departments. This role involves overseeing all aspects of service, from installations and maintenance to repairs and troubleshooting, while upholding the company’s standards of quality and safety.

Responsibilities:

1. Service Operations Management

• Oversee daily service operations, including installations, maintenance, and repairs for refrigeration units and systems.
• Ensure prompt response to service calls and effective resolution of customer issues.
• Develop and implement service procedures and policies to improve efficiency and customer satisfaction.
• Able to manage and expand existing service network according sales forecast.

1. Team Leadership and Development

• Lead, coach, and manage a team of Sales Dealers and Service Franchisee ‘s ,service technicians and support staff, ensuring adherence to quality standards and safety protocols.
• Facilitate hiring, onboarding, and ongoing training for new service team members.

1. Customer Relationship Management

• Maintain strong customer relationships by delivering high-quality service and ensuring effective communication.
• Address customer complaints and feedback promptly, ensuring customer satisfaction and retention.
• Develop and execute strategies for customer satisfaction surveys and gather insights for continuous improvement.

1. Technical Support and Troubleshooting

• Provide technical support to service technicians and assist in resolving complex technical issues.
• Stay updated with the latest refrigeration technologies, troubleshooting methods, and equipment.
• Ensure accurate diagnostics, repair, and maintenance procedures are followed.

1. Budget and Resource Management

• Monitor and manage the service department budget, optimizing resource allocation and controlling costs.
• Ensure the efficient use of service tools, equipment, and inventory, and coordinate with the procurement team for timely stocking.
• Track service expenses and work within budget constraints.

1. Quality Control and Compliance

• Implement and enforce quality standards and regulatory compliance for service operations.
• Ensure all safety guidelines and protocols are followed during service activities.
• Conduct routine audits to assess and improve service quality and safety practices.

1. Reporting and Analytics

• Prepare and present service performance reports, analyzing metrics such as response times, repair turnaround, customer satisfaction, and budget adherence.
• Identify trends, areas for improvement, and strategic initiatives to enhance service performance.

Qualifications:

• Bachelor’s degree in Mechanical Engineering, or a related field; or equivalent industry experience.
• 5+ years of experience in a service management role, preferably in the refrigeration, HVAC, or related industry.
• Strong knowledge of refrigeration systems, installation, and maintenance processes.
• Excellent leadership and team management skills, with a focus on coaching and development.
• Proven track record of delivering customer satisfaction and managing budgets effectively.
• Strong analytical skills and proficiency in service software and tools.
• Ability to work in a fast-paced, customer-oriented environment.Skills:
• Technical Skills: Advanced knowledge of refrigeration and HVAC systems, diagnostics, and repair techniques.
• Interpersonal Skills: Excellent communication and relationship-building skills.
• Problem-Solving: Ability to resolve technical issues efficiently and effectively.
• Organization and Time Management: Strong organizational skills to manage multiple service requests and prioritize tasks effectively.
• Analytical Thinking: Ability to analyze service data, identify trends, and implement improvements.Key Competencies:
• Customer-Centric Approach
• Technical Acumen in Refrigeration
• Budgeting and Resource Allocation
• Commitment to Quality and Compliance