Senior Manager - Services & 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

Preferred Industries

Coffee Machines, Beverage Equipment, Vending Solutions, Commercial Kitchen Equipment, HoReCa, Hospitality, QSR, FMCG Equipment

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