Technical Operations Manager-RM/DRM

Job Description: Regional Manager / Deputy Regional Manager - Technical (Service Industry - West India)

Position Overview

• Position Title: Regional Manager - Technical / Deputy Regional Manager - Technical
• Department: Hard Services and Soft Services / Customer Operations
• Region: West India (Covering Rest of Maharashtra and Goa)
• Location: Pune (with extensive travel across the Western region)

Role Summary

The Regional / Deputy Regional Manager - Technical will provide strategic, operational, and technical leadership for all service operations across the West zone. This role acts as a bridge between corporate strategy and field execution, ensuring high-end technical service delivery, optimal SLA (Service Level Agreement) compliance, customer retention, and P&L accountability. The ideal candidate possesses a strong engineering background combined with sharp commercial acumen to manage multi-site technical teams, complex client escalations, and regional growth initiatives.

Key Responsibilities

1. Operations & Technical Service Delivery

• Direct and oversee regional technical service operations, installation, maintenance, and field support across B2B/B2C accounts.
• Ensure strict adherence to turnaround times (TAT), first-time fix rates, and overall SLA metrics.
• Standardize technical processes, implement robust Standard Operating Procedures (SOPs), and drive continuous quality audits.
• Manage critical technical escalations and act as the final regional authority for complex troubleshooting and root-cause analysis.

2. People & Team Leadership

• Lead, mentor, and evaluate a decentralized team of Operations, Technical Leads, and Area Service Managers.
• Drive talent acquisition, comprehensive technical training programs, and performance management workflows across the West zone.
• Foster a safety-first culture, ensuring all regional field staff comply with corporate health, safety, and environmental (HSE) standards.

3. Financial & P&L Management

• Own the regional operational budget, tracking expenditure, resource utilization, and cost optimization initiatives.
• Drive revenue growth through value-added technical services, annual maintenance contracts (AMCs), and conversion of spare parts/upgrade sales.
• Monitor key financial indicators, forecast resource requirements, and present monthly/quarterly reviews to senior leadership.

4. Client Relations & Cross-Functional Collaboration

• Maintain strategic relationships with key enterprise clients, key accounts, and regional channel partners across key industrial hubs in the West.
• Partner closely with the Sales and Account Management teams to support pre-sales technical pitches and contract negotiations.
• Provide structured feedback to the central product/engineering teams regarding recurring field issues, design improvements, and client requirements.

Qualifications & Competencies

• Education: Bachelors degree in engineering (Mechanical, Electrical, Electronics, or Instrumentation). An MBA in Operations or General Management is a distinct advantage.
• Experience:
• For Regional Manager: 10 to 15 years of progressive experience in technical service management, with at least 4-5 years handling multi-site regional operations in West India.
• For Deputy Regional Manager: 7 to 10 years of experience with strong supervisory background in service delivery.
• Industry Background: Proven background from the service sector in Electrical and mechanical vertical (e.g., Medical Equipment, IT Infrastructure/Networking, Heavy Machinery, Industrial Automation, Elevators, HVAC, or Specialty Chemicals/Technical Services).

Key Skills

• Technical Expertise: Deep understanding of field service management software (e.g., Salesforce Field Service, ServiceNow) and diagnostic tools.
• Commercial Acumen: Sound grasp of P&L management, regional budgeting, and contract metrics.
• Soft Skills: Exceptional cross-cultural communication, negotiation, crisis management, and stakeholder mapping capabilities.
• Mobility: Flexibility for regular travel across key markets in Maharashtra, Gujarat, and surrounding areas.

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