Service Manager

1. Position Summary

The Service Manager is responsible for the complete after-sales service function for the machine tools supplied by the company — installation and commissioning, breakdown support, preventive maintenance, spares, warranty and AMC management. The role ensures minimum machine downtime for customers, high customer satisfaction, and a service operation that is profitable and well documented.

2. Key Responsibilities

Service Operations

• Plan, allocate and monitor all service calls — breakdown, installation, commissioning, training and preventive maintenance
• Ensure quick response and resolution of customer complaints within defined turnaround times
• Supervise installation, commissioning and handover of machines at customer sites, including operator training
• Provide technical guidance to engineers on complex mechanical, electrical, hydraulic, pneumatic and CNC controller issues
• Escalate and coordinate with principals/OEMs for issues beyond local resolution

Team Management

• Lead, schedule and develop service engineers and technicians; set targets and review performance
• Identify training needs and arrange product and technical training for the team
• Maintain discipline, safety compliance and proper use of tools and company vehicles

Spares, Warranty & AMC

• Forecast and manage spare parts requirements; coordinate with Purchase and Stores to keep critical spares available
• Manage warranty claims and warranty-period service obligations; process claims with principals/OEMs
• Sell, renew and track Annual Maintenance Contracts (AMC) and service contracts
• Track machine-wise service history, preventive maintenance schedules and recurring failures

Customer Relationship

• Act as the primary point of contact for customers on all service matters
• Conduct periodic customer visits and feedback reviews; drive improvement in satisfaction
• Support Sales in post-sale relationship, repeat orders and spares/service business development

Commercial & Accounts Coordination

• Ensure every chargeable service call, spare part and AMC is properly documented and invoiced on time
• Coordinate with the Accounts team for service billing, and support Collections on outstanding service dues
• Control service costs — travel, consumables, spares usage — and prepare service budgets

Reporting & Compliance

• Maintain service reports, call logs, downtime data, MTTR and first-time-fix records
• Submit weekly and monthly service performance reports to management
• Ensure all service reports are signed by customers and filed properly
• Any other responsibility assigned by the management

3. Skills & Competencies

• Strong technical troubleshooting and problem-solving ability
• Leadership, planning and people-management skills
• Good communication with customers, principals and internal teams (English, Hindi; local language preferred)
• Working knowledge of MS Office / Excel and Tally or ERP for service records
• Willingness to travel extensively, including at short notice

6. Compensation

As per company norms and experience of the candidate. Travel and conveyance as per company policy.

Pay: ₹35,000.00 - ₹45,000.00 per month

Work Location: In person