Service Manager

Job Description Service Manager

Key Responsibilities

• Plan, organize, and monitor field service activities including installation, commissioning, warranty, and AMC.
• Ensure timely response and closure of breakdowns and customer complaints.
• Manage service schedules, manpower allocation, site readiness, and service procedures/SOPs.
• Lead, mentor, train, and evaluate service engineers, supervisors, and technicians.
• Monitor KPIs/KRAs and ensure service quality and customer satisfaction.
• Act as the escalation point for key customers and conduct customer reviews/service audits.
• Provide technical support, troubleshooting, RCA/CAPA, and support critical commissioning.
• Coordinate with Projects, Design, Quality, Stores, and Purchase teams for service and recurring issues.
• Manage critical spares, warranty claims, AMC renewals, profitability, and upgrades/retrofits.
• Ensure proper service documentation and prepare monthly MIS reports.

Key KPIs

• Service response and closure rate
• Customer satisfaction
• AMC revenue and renewal %
• First-time-right commissioning
• Reduction in repeat failures
• Service cost vs. revenue

Qualifications & Experience

• B.E./Diploma in Mechanical or Electrical Engineering.
• 58 years of experience in service/after-sales, preferably in process industry, chemicals, pharmaceuticals, equipment manufacturing, or project consulting.
• Strong knowledge of bulk powder handling/mechanical equipment.
• Strong leadership, team management, troubleshooting, RCA, planning, and reporting skills.
• Customer-focused with excellent interpersonal and communication skills.
• Calm, composed, and capable of handling pressure effectively.

Call me on [phone removed] (Vipra)