Manager – Customer Engineering Services

Key Responsibilities

Customer Engineering & Project Management

• Manage the execution of industrial and medical installation projects within approved timelines, budgets, and quality standards.
• Conduct site surveys, technical assessments, and feasibility studies for new customer requirements.
• Coordinate with customers, engineering teams, contractors, vendors, and internal stakeholders for smooth project execution.
• Ensure all installations are completed in accordance with approved technical specifications, safety standards, and best practices.
• Maintain project documentation, records, drawings, reports, and other relevant project files.
• Ensure 100% statutory and regulatory compliance across customer installations.

Maintenance & Service Operations

• Plan and schedule preventive maintenance activities in line with CAMS cycles and defined maintenance schedules.
• Coordinate breakdown maintenance and ensure equipment issues are resolved within agreed timelines.
• Monitor equipment performance, reliability, and availability across customer sites.
• Ensure all assets and installations are maintained as per prescribed maintenance standards.
• Identify recurring equipment issues and implement appropriate corrective and preventive actions.
• Ensure statutory inspections, certifications, and maintenance requirements are completed on time.

Safety Management

• Implement and monitor safety plans across customer engineering activities.
• Ensure compliance with company HSE policies, statutory regulations, and site safety standards.
• Promote a strong safety-first culture among employees, contractors, customers, and other stakeholders.
• Monitor safe working practices during installation, maintenance, and service activities.
• Ensure timely reporting and documentation of incidents, near misses, and unsafe conditions.

Customer Relationship & Service Management

• Act as the key point of contact for customers regarding engineering services, installations, maintenance, and technical issues.
• Ensure customer complaints and service requests are attended to within agreed response and resolution timelines.
• Drive high levels of customer satisfaction through reliable and responsive engineering services.
• Provide technical guidance and support to customers for safe and efficient operation of installed systems.
• Conduct customer training on the safe operation, handling, and maintenance of systems and equipment.
• Develop strong customer relationships and identify opportunities for improving service quality.

Material & Vendor Management

• Plan material and service requirements for projects and maintenance activities.
• Raise material and service indents through ERP systems and coordinate for timely availability.
• Coordinate with procurement and supply-chain teams to ensure uninterrupted project and maintenance activities.
• Identify, evaluate, and develop new vendors and service providers.
• Monitor vendor performance in terms of quality, cost, delivery, and safety.

Team & Contractor Management

• Lead and manage customer engineering service teams, technicians, and contract personnel.
• Plan manpower requirements and ensure effective deployment of engineering resources across customer sites.
• Monitor employee and contractor performance and ensure adherence to operational and safety standards.
• Ensure contractors comply with contractual, technical, quality, and HSE requirements.
• Conduct technical, operational, and safety training for engineering and contract teams.
• Support team development through continuous training, skill enhancement, and performance management.