Service Manager

Role & responsibilities

1. Lead, manage, and mentor the pan-India service team, including regional service engineers and site technicians.
2. Plan and monitor daily and weekly service activities to ensure optimum utilization of manpower.
3. Record, monitor, prioritize, and control all breakdown calls, service complaints, and warranty cases.
4. Review root cause analysis (RCA) conducted by service engineers and ensure effective corrective and preventive actions.
5. Provide technical direction, escalation support, and decision-making guidance to the service team.
6. Coordinate and communicate recurring service, quality, and design-related issues with internal departments such as Design, Quality, Production, and Supply Chain.
7. Ensure all service activities, breakdown reports, RCA documents, and closures are accurately recorded and closed in the ERP system.