Service Operations Manager / Service Laboratory Manager

Job Details

• Position Title India Service Operations Manager / India Service Laboratory Manager
• Location Bangalore, India
• Reporting To Director, Service APAC
• Direct Reports India Service Team (Estimated 8-12 employees)
• Work Mode Full-time Onsite

Job Summary


Key Responsibilities

• 1. Service Operations Leadership
  • Lead all repair, calibration, and technical support activities within India.
  • Ensure achievement of Service KPIs including:
    • Turn Around Time (TAT)
    • On Time Delivery (OTD)
    • Customer Satisfaction (CSAT)
    • Backlog Management
    • Service Revenue
    • Operating Profit
  • Develop and execute annual operating plans and growth strategies.
  • Establish scalable service processes supporting business growth.
• 2. Business Growth Commercial Development
  • Develop strategies to grow service revenue and operating profit.
  • Partner with Sales teams to promote calibration contracts, repair services, and service agreements.
  • Identify market opportunities to expand local service capabilities.
  • Support key customer engagements and strategic service initiatives.
  • Drive service attachment rate improvement and recurring service revenue growth.
• 3. Laboratory Quality Management
  • Responsible for operation of the India calibration and repair laboratory.
  • Ensure compliance with:
    • ISO 17025
    • NABL requirements
    • Fluke Quality Management System
    • Local regulatory requirements
  • Manage laboratory capacity planning.
  • Drive continuous improvement of calibration and repair processes.
  • Support introduction of new service capabilities and NPI service readiness.
• 4. Customer Experience Service Excellence
  • Establish and maintain high customer satisfaction standards.
  • Resolve major customer escalations.
  • Ensure consistent communication with customers and channel partners.
  • Develop service offerings that increase customer confidence and loyalty.
  • Implement Voice of Customer (VOC) improvements.
• 5. Financial Business Management
  • Own service PL performance for India service operations.
  • Manage operating budget, CapEx planning, and resource allocation.
  • Monitor service productivity and utilization.
  • Develop forecasts and business reviews.
  • Identify cost reduction and efficiency improvement opportunities.
• 6. People Leadership
  • Recruit, coach, mentor, and develop service professionals.
  • Build a high-performance and customer-focused culture.
  • Establish succession planning and talent development processes.
  • Drive employee engagement and retention.
  • Conduct performance management and career development discussions.
• 7. Cross Functional Collaboration
  • Partner closely with:
    • Sales
    • Product Management
    • Quality
    • Engineering
    • Supply Chain
    • Global Service Teams
  • Lead cross-functional initiatives supporting business growth and customer success.
  • Act as the India service representative in regional and global programs.

Required Qualifications

Education

• Bachelors degree in:
  • Electronics Engineering
  • Electrical Engineering
  • Instrumentation Engineering
  • Mechanical Engineering
  • Industrial Engineering
  • Related Technical Discipline

Experience

• Minimum 10 years of experience in service operations, calibration, repair, technical support, or laboratory management.
• Minimum 5 years leading teams and managing people.
• Proven track record managing service operations and customer-facing organizations.
• Experience owning operational and financial performance.

Technical Competencies

• Strong understanding of calibration and measurement principles.
• Knowledge of Test Measurement equipment.
• Understanding of:
  • ISO17025
  • NABL accreditation
  • Quality Management Systems
  • Traceability requirements

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.