Service & Spare Parts Manager

Spare Parts Cum Service ManagerJob SummaryWe are looking for an experienced and responsible Spare Parts Cum Service Manager to manage day-to-day service operations, customer complaints, spare parts inventory, warranty claims, and technician activities. The candidate will be responsible for ensuring timely resolution of customer complaints and maintaining 100% customer satisfaction through effective service management.

• Key ResponsibilitiesHandle and monitor daily customer complaints and ensure timely resolution.
• Coordinate with customers regarding service requirements, complaints, and job status.
• Manage spare parts inventory, including stock availability, inward/outward movement, and proper record keeping.
• Ensure required spare parts are available for timely completion of service jobs.
• Prepare and process warranty claims and coordinate with the company for claim settlement.
• Verify warranty-related documents, parts, and service records before submitting claims.
• Assign service and repair jobs to technicians according to their skills and workload.
• Monitor technician performance and ensure jobs are completed within the committed time.
• Regularly follow up on pending customer complaints and service jobs.
• Maintain proper records of service jobs, spare parts consumption, warranty claims, and customer complaints.
• Coordinate between customers, technicians, spare-parts team, and the company/service support team.
• Ensure proper diagnosis and resolution of customer complaints.
• Conduct follow-ups with customers after service to ensure satisfaction.
• Identify recurring customer complaints and take corrective action to prevent repeat issues.
• Ensure compliance with company service standards, warranty policies, and procedures.
• Maintain a high level of customer satisfaction and service quality.
• Prepare regular reports related to service performance, complaints, spare parts, and warranty claims for management.
• Required Skills & QualificationsDiploma/Degree in Automobile Engineering, Mechanical Engineering, or a related field.
• Experience in automobile service operations and spare parts management.
• Good knowledge of automobile spare parts and service processes.
• Experience in handling warranty claims and coordination with automobile companies.
• Good team management and technician coordination skills.
• Strong customer-handling and communication skills.
• Good knowledge of inventory and stock management.
• Ability to prioritize and resolve customer complaints effectively.
• Basic computer knowledge and ability to maintain service and inventory records.
• Strong follow-up and problem-solving abilities.
• Customer-focused approach with a commitment to achieving 100% customer satisfaction.
• Key Performance Indicators (KPIs)Customer complaint resolution time
• Customer satisfaction level
• First-time complaint resolution
• Technician productivity and job completion time
• Spare parts availability and inventory accuracy
• Warranty claim submission and settlement
• Reduction in repeat customer complaints
• Overall service quality and customer retention