Assistant Regional Service Manager

Role Purpose The Assistant Regional Service Manager is responsible for the effective operation of the Singer Service Centre in Colombo. The role provides leadership on service operations, coordinating with Service Franchise Agents and Shops to deliver high-quality after-sales service and repairs. It focuses on customer satisfaction, adherence to Singer service standards, and driving service targets and profitability. Key Responsibilities - Oversee daily service centre operations to ensure timely, accurate, and professional service delivery. - Ensure high-quality repairs to minimize repeat repairs; provide product feedback to reduce warranty costs. - Recruit, mentor, train, and develop service staff and Service Franchise Agents to maintain high standards of customer service. - Manage service-related financials, including timely settlement of Service Franchise Agent bills; address staff and agent grievances through regular engagement. - Plan and manage resources, assets, and budgets to achieve service targets and improve operating income. - Identify process gaps, implement industry best practices, and introduce technologies to improve productivity and service efficiency. - Ensure compliance with Singer service standards and safety guidelines; maintain appropriate records and reporting. - Collaborate with Service Franchise Agents and Shops to drive superior customer experiences. Required Qualifications & Experience - Degree or Higher National Diploma in Engineering or Management or equivalent qualification. - Minimum of two years’ experience in a similar role within the customer service field. - Strong communication skills in Sinhala and English; proficiency in Tamil is an added advantage. - Professional knowledge of electronics, electrical products, and related service operations. - Proficient in MS Office applications, including Advanced Excel. - Strong strategic thinking, customer service, leadership, teamwork, accountability, problem-solving, and decision-making skills. Desirable Skills - Experience managing a network of service centers or franchise partners. - Change management and project coordination abilities. - Negotiation and stakeholder management skills. - Data analysis and reporting capabilities. What We Offer - Competitive remuneration aligned with role and experience; annual salary review. - Benefits as per company policy (medical coverage, provident fund, leave entitlements), where applicable. - Opportunities for training, development, and career progression within Singer Sri Lanka. - A supportive, collaborative work environment focused on customer service excellence. - Colombo-based role with exposure to a wide service network.