Attero - Service Manager

Job Objective:

We are looking for a results-driven Service Manager to oversee and optimize our after-sales service operations, focusing on SLA compliance, partner coordination, and customer satisfaction.
The ideal candidate will have a telecom, networking, or IT background, bringing product understanding that supports service coordination for IT assets, without being involved in hands-on repair or technical maintenance.

Key Responsibilities:

- Manage service metrics including TAT, CSAT, NPS, OTD, SLA compliance, RCA, and escalation management.

- Supervise and monitor the performance of internal and third-party service centers (ASCs).

- Drive service initiatives to enhance customer experience, standardize processes, and improve cost efficiency.

- Manage AMC operations, field coordination, and ensure timely service delivery through partners.

- Collaborate with Sales, Inventory, and Support teams to ensure alignment between service operations and business goals.

- Oversee service documentation, reporting, audits, and compliance with operational standards.

- Promote digital adoption (e.g., CRM tools, mobile apps) to track and streamline service performance.

- Lead service reviews, vendor evaluations, and continuous process improvement initiatives using frameworks like Lean or 5S.

- Monitor service-related costs and help meet profitability and customer retention targets.

Preferred Candidate Profile:

- Between 8-10 years of experience.

- Background in telecom, networking, or IT industries is essential, to ensure familiarity with the nature of products being serviced.

- Experience handling AMCs, SLAs, vendor coordination, escalation management, and performance reporting.

- Tech in Electronics, IT, or related fields; MBA/PGBDA preferred.

- Strong communication, coordination, and documentation skills.

Desirable:

- Exposure to service operations in consumer electronics or enterprise technology environments.

- Familiarity with CRM and field service tools.

- Lean Six Sigma, 5S, or similar process improvement certifications.