Asst. Manager / Dy. Manager

The AM / DM - Service is responsible for leading and managing regional service operations for SWM equipment. This includes after-sales service operations, installation and commissioning, preventive maintenance programs, service revenue growth, customer satisfaction, spare parts management, and team leadership.

• Ensure timely installation and commissioning of machines.
• Oversee and guide all activities of the Service team.
• Customer satisfaction should be a prime responsibility.
• Coordinate SLA creation through interaction with the Business team.
• Monitor department issues and client complaints.
• Develop problem management and service improvement plans.
• Ensure customer, business, support, and technical teams are represented in the definition and evolution of services.
• Provide effective customer service and support.
• Maintain customer relationships and continuously work towards improving customer satisfaction.
• Troubleshoot machine breakdowns at the customer site.
• Support the Sales team in generating leads.
• Continuously increase spare parts order bookings through effective customer service.
• Coordinate with all concerned departments.
• Ensure adherence to KRAs and budgets.
• Conduct regular reviews of team processes and performance.

• Qualification & Certification: Bachelor s degree in Mechanical, Electrical, Electronics, or Industrial Engineering.
• Experience: 10+ years of experience in service operations within the packaging machinery, automation, FMCG machinery, or industrial equipment industry.
• Tools / Technical Knowledge: Good understanding of PLCs, sensors, drives, and automation systems.
• Language Proficiency: English / Regional - Fluent

• Customer satisfaction scores
• Machine uptime & reliability (MTBF)
• First-time fix rate
• Team performance & training effectiveness
• Response & resolution time (MTTR)
• Service revenue (AMCs, spare parts, value-added services)
• Service cost management