Regional Service Manager

Responsibilities

• Regional Service Manager Location -West 1 Years of experience - 15+ Roles & Responsibilities Service Request Management Handle breakdown and maintenance complaints from customers.
• Ensure resolution of issues within defined timelines.
• Interact with customers to understand service requirements.
• Ensure high levels of customer satisfaction through timely support.
• Act as a technical advisor and trusted partner for customer concerns.
• Installation & Commissioning Oversight Manage the installation and commissioning of packaged boilers, heaters, and related products.
• Ensure execution as per technical specifications and safety norms.
• Dealer Support & Management Extend troubleshooting and technical assistance to dealer networks.
• Help resolve escalated issues at dealer level efficiently.
• Foster strong relationships with dealers to enhance service delivery.
• Support for Erection Activities Offer site-level technical guidance for erection of heating equipment.
• Ensure proper installation procedures are followed to avoid delays or failures.
• Training & Capability Development Conduct training sessions for service engineers and dealer staff.
• Improve field knowledge on installation, maintenance, and safety protocols.
• Regularly update training content as per product and process changes.
• Claims Management Review and process claims related to service issues.
• Coordinate with internal teams to resolve claims within committed timelines.
• Maintain proper documentation and communication throughout the claim cycle.
• Allocation & Resource Planning Allocate tools and equipment for installation and commissioning.
• Ensure availability of resources as per project timelines.
• Track utilization and condition of critical service tools.
• Supervision & Mentoring Lead a team of service engineers in the assigned region.
• Define deliverables, assign responsibilities, and track progress.
• Provide continuous guidance, feedback, and performance support.
• Reporting & MIS (Management Information System) Prepare and share monthly reports on regional service performance.
• Maintain records for analysis of breakdowns, installations, and complaints.
• Support strategic planning using MIS data and insights.
• Execution of Service Jobs & Annual Service Contracts (ASC) Ensure smooth execution of scheduled service jobs.
• Deliver Annual Service Contract commitments as per customer agreement.
• & Regional Support Provide field assistance for escalated issues or critical installations.