Service Manager

Reports To: Factory Head

Location: Our factory on the Mumbai-Nasik Highway. (Closest Railway Station: Kalyan. Pick-up & Drop facility available)

Job role & responsibilities:

Service Operations Management:

Monitor the activities like- Plan, organize, and control field service activities (installation, commissioning, warranty & AMC services).

Ensure timely response to breakdown calls and service complaints.

Monitor service schedules, manpower allocation, and site readiness.

Standardize service procedures, checklists, and work instructions.

Lead, mentor, and manage the service team including engineers and coordinators.

Establish service standards, SOPs, and best practices

Team Leadership & Development: 

Lead and mentor service engineers, supervisors, and technicians.

Conduct regular product training.

Evaluate team performance against KPIs and KRAs.

Customer & Stakeholder Management:

Act as the primary escalation point for key customers.

Conduct customer review meetings and service audits.

Support sales and project teams with technical service inputs.

Build long-term relationships for AMC, retrofits, and upgrades.

Technical Support & Troubleshooting:

Provide advanced technical guidance to the customer.

Review root cause analysis (RCA) and corrective action plans (CAPA).

Support commissioning of critical or complex installations.

Spare Parts & AMC Management:

Define critical spare parts lists for various equipment.

Coordinate with stores & purchase for spare availability.

Develop and promote Annual Maintenance Contracts (AMC).

Track AMC compliance, renewals, and profitability.

Warranty & Claim Management:

Manage warranty service calls and claim evaluations.

Coordinate with Projects, design, and quality teams for repeated failures.

Ensure correct documentation and closure of warranty cases.

Service Documentation & Reporting:

Ensure proper documentation of: Service Visit Reports, Commissioning Reports, CAPA Reports.

Prepare monthly MIS reports covering: Service Calls, Response Time, Customer complaints, AMC Avenue and Cost

Key Performance Indicator (KPI)s:

Service response time & closure rate

Customer satisfaction score

AMC revenue & renewal percentage

First-time-right commissioning rate

Repeat failure reduction

Service cost vs revenue ratio

Desired Candidate Profile:

B.E. / Diploma in Mechanical OR Electrical Engineering

5-8 years of experience in service/after-sales

Strong knowledge of bulk powder handling systems

Leadership and people management skills

Excellent problem-solving and RCA capability

Customer-centric mindset

Planning, coordination, and reporting skills

Good leadership ability

Cool and calm personality- Should be able to handle pressure calmly

Should have good interpersonal skills to handle the team and manage the team

Preferably from the process industry, chemicals, pharmaceutical equipment manufacturers, or project consultants (mechanical equipment/process industry).

Who are we looking for:

We are seeking someone with strong organizational and communication skills, complemented by technical proficiency. As we operate in a fast-paced, competitive environment, this role demands someone who thrives under pressure. We are looking for someone with the drive to grow, aligned with our company’s blend of corporate professionalism and family business culture.

We encourage holistic development, exposing team members to functions beyond their role, promoting a deep understanding of the overall business. This broader knowledge helps drive efficiency, output, and value addition. The ideal candidate will grow into a key member of our middle management team and, with proven performance, will be groomed for future leadership roles within the top management.

Interested candidates can share their CV at: [email protected]

Contact Number: 9319956206