Zonal Manager

ZSM (Zonal Service Manager) @SLTL Group

Location: Gandhinagar, Gujarat

Department:Service

Job Summary

SLTL Group is seeking an experienced and dynamic Zonal Service Manager (ZSM) to lead and manage service operations for laser machinery across the assigned zone. The ideal candidate will be responsible for ensuring excellent customer support, managing service engineers, driving service revenue, improving customer satisfaction, and maintaining service KPIs.

Key Responsibilities

• Lead and manage a team of Service Engineers across the assigned region.
• Ensure timely installation, commissioning, preventive maintenance, and breakdown support for laser machines.
• Monitor service performance, response time, and customer satisfaction.
• Handle customer escalations and resolve technical issues effectively.
• Plan manpower allocation and optimize service schedules.
• Coordinate with Sales, Production, Application, and Spare Parts teams for seamless customer support.
• Drive AMC, spare parts, and service revenue targets.
• Conduct regular technical and behavioral training for the service team.
• Review service reports, KPIs, and team productivity.
• Ensure compliance with company SOPs and safety standards.
• Visit key customers for relationship management and business development opportunities.

Preferred Candidate Profile

• Bachelor's Degree/Diploma in Mechanical, Electrical, Electronics, Mechatronics, or a related engineering discipline.
• 8–15 years of experience in industrial machinery service, with at least 3–5 years in a team leadership role.
• Experience in Laser Machines, CNC Machines, Industrial Automation, Machine Tools, Capital Equipment, or similar industries.
• Strong technical troubleshooting and customer management skills.
• Experience in handling field service teams across multiple locations.
• Good communication, leadership, and analytical skills.
• Willingness to travel extensively.

Required Skills

• Team Management
• Customer Relationship Management
• Field Service Operations
• Preventive & Breakdown Maintenance
• Installation & Commissioning
• Root Cause Analysis
• Technical Troubleshooting
• Service Planning & Scheduling
• AMC & Spare Parts Sales
• KPI Management
• MS Office / ERP

Preferred Industry

• Laser Machinery
• CNC / Machine Tools
• Industrial Automation
• Capital Equipment
• Manufacturing Equipment