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.