Assistant Manager/Manager- (Service Administration)

Job Context

Hasan Trade is one of Bangladesh's leading industrial machinery solution providers, serving the Textile, Garments, Printing, Signage, Packaging, and Engineering industries. We are looking for a dynamic, organized, and customer-focused Manager Service Administration to lead our after-sales service administration functions. The incumbent will ensure smooth coordination of service operations, engineer deployment, customer support, warranty administration, service documentation, and cross-functional communication to deliver outstanding customer satisfaction.

Job Responsibilities

• Lead and manage the overall Service Administration operations to ensure efficient after-sales support.

• Plan, coordinate, and monitor installation, commissioning, preventive maintenance, breakdown services, and machine handover activities.

• Supervise service coordinators and administrative staff to ensure timely processing of customer service requests.

• Prepare daily, weekly, and monthly schedules for field service engineers and monitor their service assignments.

• Coordinate with Sales & Marketing, Technical Service, Warehouse, Logistics, Procurement, and Accounts departments to ensure seamless service delivery.

• Monitor service response time, service completion status, and engineer productivity, and take corrective actions where necessary.

• Maintain and monitor service records, installation reports, preventive maintenance reports, warranty records, machine history, service contracts, and customer databases.

• Manage warranty administration, including warranty verification, claim documentation, approvals, and record maintenance.

• Ensure timely availability and coordination of spare parts required for service activities.

• Handle customer complaints professionally and ensure prompt resolution while maintaining high customer satisfaction.

• Develop, implement, and improve Service Administration SOPs and workflows to enhance operational efficiency.

• Prepare and present service performance reports, pending service status, customer feedback, and departmental MIS reports to Management.

• Monitor preventive maintenance schedules and ensure timely completion of all planned service visits.

• Ensure proper documentation, filing, and digital record management of all service-related activities.

• Support ERP/CRM implementation and digitalization initiatives within the Service Department.

• Lead, coach, and evaluate the Service Administration team to achieve departmental objectives.

• Perform any other duties assigned by Management.

Age 30 to 40 yearsOnly Female 8 to 12 years of relevant professional experience. Minimum 3 years of managerial experience in Service Administration, Customer Service Operations, or After-Sales Service administration.Experience in industrial machinery, textile machinery, printing machinery, automation equipment, engineering products, or similar industries will be highly preferred. Additional RequirementsAge preferably between 30–40 years. Strong leadership and people management skills. Excellent communication and customer relationship management abilities. Sound knowledge of service operations, warranty management, and customer support processes. Strong planning, scheduling, and coordination skills. Proficiency in Microsoft Office, especially Excel and reporting tools. Strong analytical, problem-solving, and decision-making skills. Ability to work under pressure and manage multiple priorities effectively.

https://bdjobs.com/h/details/1508685

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