Service Manager

We are looking for an experienced and result-oriented Service Manager to lead the after-sales service function for Elexiq Technologies Pvt. Ltd.

The role will be responsible for service operations, customer satisfaction, service revenue, dealer/service network support, technical troubleshooting, spare parts coordination, and development of service processes.

Key Responsibilities

1. Service Operations

• Manage day-to-day service and after-sales operations.
• Establish and implement service processes, SOPs, and service standards.
• Ensure timely resolution of customer complaints and technical issues.
• Monitor machine/equipment breakdowns and minimize turnaround time.
• Maintain service records, job cards, warranty claims, and technical reports.

2. Customer Support & Complaint Management

• Handle escalated customer complaints and ensure timely closure.
• Coordinate with customers for installation, commissioning, preventive maintenance, and breakdown services.
• Maintain strong customer relationships and improve overall customer satisfaction.
• Conduct customer visits wherever required for critical technical issues.

3. Dealer & Service Network Management

• Develop and strengthen the dealer/service network.
• Train and support dealers and service partners on products, troubleshooting, and service procedures.
• Monitor dealer service performance and ensure adherence to company standards.
• Ensure availability of trained service personnel across assigned territories.

4. Team Management

• Lead, mentor, and develop the service engineering team.
• Allocate service calls and monitor field engineers' performance.
• Identify training requirements and conduct technical/service training programs.
• Establish performance targets and KPIs for the service team.

5. Technical Support

• Provide technical guidance for machine/equipment troubleshooting.
• Coordinate with R&D, Production, Quality, and Engineering teams for recurring technical issues.
• Identify root causes of failures and implement corrective and preventive actions.
• Provide field feedback to R&D for product improvement and reliability enhancement.

6. Warranty Management

• Manage warranty claims and ensure proper documentation and approval.
• Analyze warranty trends and identify recurring product issues.
• Control warranty costs through effective root-cause analysis and corrective actions.

7. Spare Parts & Service Revenue

• Coordinate with the Parts/Purchase team to ensure timely availability of critical spare parts.
• Drive service revenue and spare-parts sales.
• Develop AMC/annual maintenance and other service revenue opportunities.
• Monitor service profitability, expenses, and cost control.

8. MIS & Reporting

• Prepare periodic service performance reports for management.
• Track service revenue, open complaints, breakdowns, MTTR, warranty claims, spare-parts consumption, and customer satisfaction.
• Maintain service KPIs and dashboards.
• Provide regular updates on critical field issues and corrective actions.

Key Performance Indicators (KPIs)

• Service revenue achievement
• Spare-parts sales achievement
• Customer complaint closure within defined TAT
• Reduction in repeat breakdowns
• Mean Time to Repair (MTTR)
• Warranty cost control
• Customer satisfaction / service feedback
• Dealer/service network development
• Service engineer productivity
• Technical training coverage
• AMC/service contract generation

Required Skills & Competencies

• Strong knowledge of service and after-sales operations.
• Good technical troubleshooting and problem-solving skills.
• Experience with heavy equipment, construction equipment, automotive, EVs, or similar machinery preferred.
• Strong team leadership and people-management skills.
• Good customer-handling and communication skills.
• Ability to analyze service data and prepare MIS reports.
• Strong coordination skills with Sales, R&D, Production, Quality, and Parts teams.
• Willingness to travel extensively for customer/dealer visits when required.

Educational Qualification

Diploma/B.E./B.Tech. in Mechanical, Automobile, Electrical, Electronics, or a related engineering discipline.

Experience

5 to 8 years of relevant experience, preferably with experience in managing service teams, dealers, field engineers, and after-sales operations for machinery, construction equipment, automotive, EV, or industrial equipment.

Ideal Candidate

The ideal candidate should be a hands-on service professional with strong technical expertise, customer orientation, leadership ability, and commercial understanding, capable of building a robust after-sales service function and improving customer satisfaction while driving service and parts revenue.