Service Manager
Savi Vision Pvt. Ltd. · New Delhi, Delhi, India
Tailor my CV for this job — freeService Manager – Audio-Visual (AV) Products
Job SummarySavi Vision Private Limited, an Audio-Visual (AV) System Integration Company, is looking for an experienced and technically sound Service Manager – AV Products to manage the service department, lead AV engineers, handle customer complaints, and ensure timely and effective service delivery.The candidate should have strong technical knowledge of AV products and systems, excellent team management skills, and the ability to manage Annual Maintenance Contracts (AMCs), maintain client relationships, and generate AMC business from existing customers.2. Key ResponsibilitiesA. Service Operations & Team ManagementManage and supervise the team of AV service engineers and technicians.Allocate service calls to engineers based on their expertise, location, and availability.Monitor engineers' daily schedules, site visits, attendance, and service reports.Ensure timely resolution of customer complaints and technical issues.Track pending service requests and ensure proper follow-up until closure.Conduct regular team meetings to review performance, challenges, and service quality.B. Technical Knowledge & TroubleshootingPossess sound technical knowledge of AV products, systems, and integrated solutions.Oversee installation, configuration, maintenance, troubleshooting, and repair activities.Guide engineers in resolving complex technical issues at client sites.Ensure proper system functioning and adherence to technical and quality standards.Coordinate with vendors and OEMs for technical support, warranty claims, and escalations.C. Customer Complaint ManagementHandle customer complaints and escalations professionally.Coordinate with clients and engineers to ensure quick and effective resolution.Maintain regular communication with customers regarding service status and pending issues.Ensure high customer satisfaction and build long-term client relationships.Maintain service records, complaint logs, and customer feedback.D. AMC Management & Business DevelopmentManage existing Annual Maintenance Contracts (AMCs), including renewals, service schedules, and compliance.Contact existing clients to discuss AMC renewals and identify new AMC opportunities.Convert eligible existing clients into AMC customers and generate recurring service revenue.Prepare and coordinate AMC proposals, quotations, and renewal follow-ups with the sales team.Maintain an AMC database with contract expiry dates, renewal status, and client details.Identify opportunities to upsell service packages and additional maintenance support.Ensure timely preventive maintenance visits as per AMC commitments.E. Reporting & CoordinationPrepare and submit daily, weekly, and monthly service reports to management.Track service KPIs, complaint resolution time, engineer productivity, and customer satisfaction.Coordinate with the Sales, Projects, Procurement, and Finance departments for smooth operations.Monitor spare parts requirements, service tools, and inventory coordination.Maintain proper documentation of service calls, site visits, AMC contracts, and service expenses.3. Technical Skills RequiredThe candidate should have sound knowledge of the following AV products and technologies:Professional audio systems, amplifiers, mixers, DSPs, microphones, and speakers.Video conferencing systems and collaboration solutions.Projectors, professional displays, LED walls, and interactive flat panels.Video switchers, matrix switchers, scalers, and signal processors.Control systems, automation, and room control solutions.AV over IP, HDMI, HDBaseT, and other AV connectivity technologies.Basic networking concepts, IP configuration, and system integration.Preventive maintenance, troubleshooting, and fault diagnosis of AV systems.4. Educational Qualification & ExperienceDiploma or B.Tech in Electrical, Electronics, Electronics & Communication, or a related engineering field.5–8 years of relevant experience in AV system integration, technical support, or service operations is preferred.Prior experience managing AV engineers and handling customer escalations is essential.Experience in AMC management, renewals, and service business development will be an added advantage.Good communication, coordination, planning, and leadership skills.5. Key Performance Indicators (KPIs)The Service Manager will be evaluated on the following parameters:Timely resolution of customer complaints.Reduction in pending and repeated service calls.Productivity and performance of the AV engineering team.Customer satisfaction and quality of service.AMC renewal percentage and new AMC conversions.Revenue generated through AMC contracts and service opportunities.Timely preventive maintenance and compliance with AMC commitments.Accuracy and timeliness of service reports and documentation.6. Desired Candidate ProfileThe ideal candidate should be technically strong, organised, customer-focused, and capable of leading a team of AV engineers independently. The candidate must demonstrate ownership of service operations, effective complaint resolution, proactive AMC renewal follow-ups, and the ability to convert existing client relationships into long-term service business.