Job Title

Job Summary:We are looking for an experienced and driven Service Sales and Support Manager to oversee a team of 10 professionals comprising 2 Sales Representatives, 7 Service Technicians, and 1 Back Office Executive. The ideal candidate will be responsible for managing escalations, ensuring timely achievement of sales targets as per the annual plan, and ensuring call closure within defined Service Level Agreements (SLAs). This role demands strong leadership, strategic planning, and the ability to foster seamless collaboration across departments.Key Responsibilities:Escalation Management:Address and resolve customer escalations promptly and effectively. Liaise with stakeholders to implement corrective actions and ensure customer satisfaction.Sales as per Annual Plan:Develop and execute strategies to meet or exceed sales targets as outlined in the annual sales plan. Monitor sales performance and provide support to the sales team to achieve goals.Call Closure within Defined SLAs:Oversee service operations to ensure timely and efficient resolution of service calls. Monitor and enhance the adherence to SLAs to maintain high-quality service standards.Team Leadership and Coordination:Provide mentorship and guidance to the team (Sales, Service, and Back Office). Conduct regular performance evaluations and implement training programs for skill enhancement.Operational Efficiency:Collaborate with the back office to streamline processes and ensure accurate documentation. Identify areas for operational improvements and drive initiatives to enhance productivity.Reporting and Analytics:Prepare and present performance reports and data-driven insights to senior management. Analyze customer feedback and service metrics to inform continuous improvement.Qualifications & Skills:Bachelor’s degree in Business Administration, Engineering, or a related field Proven experience in sales and service management, preferably with a team of similar size or scope. Strong understanding of escalation processes, SLA adherence, and sales strategies. Excellent leadership, communication, and problem-solving skills. Ability to work under pressure and maintain a customer-centric approach.Experience:10 to 15 years of experience required in Sales & Service Management