Breakdown Maintenance

Senior Manager – Services & Maintenance

Location: Bangalore

Reporting To: General Manager – Service Operations

Experience: 8–12 Years

Qualification: B.E. / B.Tech

Role Summary

Lead end-to-end service operations for commercial coffee vending machines, ensuring high equipment uptime, customer satisfaction, operational excellence, cost optimization, and leadership of regional field service teams.

Key Responsibilities

• Lead after-sales service operations including installation, commissioning, preventive and breakdown maintenance.

• Manage Branch Service Managers, Supervisors, and Field Service Engineers.

• Drive SLA compliance, machine uptime, first-time fix rate, and customer satisfaction.

• Oversee refurbishment, machine pull-out, dispatch, asset lifecycle, and inventory control.

• Manage service documentation, warranty claims, invoicing, and audit compliance.

• Coordinate with Sales, Supply Chain, Procurement, Finance, Warehouse, and Logistics teams.

• Monitor service budgets, KPIs, MIS dashboards, and continuous process improvements.

• Handle key customer escalations and strengthen long-term client relationships.

Key Performance Indicators Machine Uptime

• SLA Compliance • First-Time Fix Rate • Preventive Maintenance Compliance • Turnaround Time • Customer Satisfaction • Asset Utilization • Cost Optimization • Team Productivity