Equipment Service Manager

A Day in Your Life at MKS: As the Equipment Service Manager at MKS Atotech India , you will lead and develop a team of Service Engineers responsible for delivering exceptional equipment service and technical support to customers across India. This role requires strong engineering expertise in highly automated electro-mechanical equipment, coupled with proven leadership capabilities and a customer-centric approach.

The primary objective of this position is to ensure the service organization delivers timely, efficient, and value-driven support to customers utilizing MKS Atotech equipment, thereby maximizing equipment performance, reliability, and customer satisfaction.

In this role, you will report directly to the Business Manager . Location : Bangalore

You Will Make an Impact By:

• Service Team Leadership & Development
• Lead, mentor, and develop a team of Service Engineers to build a high-performance service organization.
• Provide technical guidance and escalation support during critical equipment breakdowns and complex service situations.
• Identify competency gaps and implement training programs to strengthen technical and service capabilities within the team.
• Assess future resource requirements and develop organizational capabilities to support business growth and new equipment opportunities.
• Equipment Reliability & Performance
• Establish and drive preventive maintenance programs to improve machine reliability and availability.
• Lead troubleshooting, root cause analysis, and corrective actions to achieve targeted Mean Time to Repair (MTTR) and Mean Time Between Failures (MTBF).
• Plan and execute equipment retrofit, upgrade, and modernization projects to improve performance and extend equipment lifecycle.
• Service Operations & Cost Optimization
• Develop strategies to optimize service delivery costs while maintaining high standards of customer support.
• Manage spare parts planning, inventory optimization, and retrofit project execution to maximize business and customer value.
• Monitor service performance metrics and implement corrective actions to achieve operational excellence.
• Own and support service revenue growth through spare parts, retrofit opportunities, preventive maintenance programs, and service contract/AMC initiatives
• Cross-Functional Collaboration
• Work closely with Product Management, Regional Business Teams, Technology Centers, and Global Equipment Teams to support product and equipment initiatives.
• Drive the implementation of auxiliary equipment strategies that ensure optimum chemistry performance and process efficiency at customer sites.
• Support new business development activities by providing technical expertise and service readiness planning.
• Customer Relationship Management
• Build and maintain strong relationships with key customers, partners, and stakeholders across the region.
• Conduct regular customer visits and business reviews to understand customer needs and identify opportunities for service enhancement.
• Resolve customer concerns effectively and ensure high levels of customer satisfaction and long-term partnership.
• Drive service quality KPIs including response time, resolution time, customer satisfaction, MTTR, MTBF, and first-time-right service performance.

Skills and Competencies :

• Education :
• Bachelor's or Master's Degree (B.Tech/M.Tech) in Electronics, Electrical Engineering, Mechatronics, Automation Engineering, or a related discipline.
• Experience:
• Minimum 10 years of experience in service and support of highly automated electro-mechanical equipment.
• Proven hands-on experience in equipment installation, troubleshooting, maintenance, and field service management.
• Minimum 3 years of experience leading and developing technical service teams.
• Experience supporting equipment within the electroplating, surface finishing, PCB, semiconductor, or related process industries is highly preferred.
• Technical, Leadership & Business Skills:
• Strong technical knowledge of automated electro-mechanical systems, controls, and industrial equipment.
• Demonstrated leadership, coaching, and team development capabilities.
• Excellent problem-solving and analytical skills with the ability to drive root cause investigations and continuous improvement initiatives.
• Strong customer orientation with a proven track record of building long-term customer relationships.
• Effective communication, presentation, and stakeholder management skills.
• Ability to analyze service data, prepare performance reports, and present business recommendations.
• Proficiency in CRM systems, Microsoft Office Suite, and service management tools.
• Ability to work effectively in a matrix organization and collaborate across global and regional teams.
• Willingness to travel up to 50% within India to support customers, service operations, and business development activities