Service Manager / Project Manager

Company: Auto ID Systems (Centena Group)

URL: https://autoidindia.com(www.centena.com)

Location: Chennai

Experience: 10+ years

About Centena Group: Centena is a diversified multinational conglomerate with a significant presence across 76 countries and four decades of successful operations. Our group encompasses 22 offices strategically located across GCC countries, the UK, India, Singapore, and Sri Lanka. We were also proudly ranked among the top 50 companies in the Dubai SME listing for both 2013 and 2015, a testament to our growth and innovation. You can learn more about our global footprint and diverse ventures by visiting our website: **www.**centena.com

About A-ID SYSTEMS

A-ID Systems popularly known as Auto ID Systems India is the pioneer in providing solutions to all ID personalization and electronic security needs with its extensive range of products and solutions includes Fingerprint Modules, Biometric Access Control Systems, Visitor Management, Canteen Management, Smart Card Application and Hand Held Readers with a flexibility to integrate with third party applications. Auto Id is the platinum premier partners of world renowned brand ZEBRA & an exclusive distributor of SUPREMA, former being the world’s leading manufacturing company in desktop smart card printers and latter in biometric access control and attendance management products.

Auto ID Systems India is one of the prominent names in the Indian smart card industry providing world class solutions in biometrics technology, identity management and electronics security in PAN India.

Auto ID Systems India prides themselves in being a specialist provider of turnkey solutions involving integration of the excellent embedded system design capability along with the strong backgrounds in theories and algorithms backed by a number of experts having the rich experience and extensive knowledge in the field of biometric & Identity solutions, embedded system design and signal processing

Job Description:

The Service Manager will be responsible for leading the service operations of the Auto ID business across India, ensuring efficient project execution, installation, commissioning, maintenance and after-sales support. The role involves managing a team of field service engineers, driving customer satisfaction, ensuring service quality, and coordinating with internal stakeholders for timely project delivery and technical support.

Key Responsibilities

• Lead and manage end-to-end service operations for Auto ID solutions across PAN India.

• Supervise, mentor, and monitor a team of 10+ Service Engineers located across different regions.

• Plan, allocate, and coordinate field service activities, preventive maintenance schedules, and customer support.

• Manage installation, commissioning, configuration and servicing of

• Access Control Systems (Biometric, RFID, Card-Based Access, Controllers & Readers)

• ELV Systems (CCTV and related Security Solutions)

• Barcode Scanners

• RFID Solutions

• ID Card Printers

• Oversee project execution, implementation, and successful handover to customers.

• Ensure timely resolution of customer complaints while maintaining agreed service levels (SLAs).

• Coordinate with sales, operations, OEMs, and customers for project planning and service delivery.

• Monitor service KPIs, engineer productivity, response time, and customer satisfaction.

• Review technical issues, conduct root cause analysis, and implement corrective and preventive actions.

• Prepare service reports, project documentation, MIS reports, and management dashboards.

• Conduct technical training and performance development programs for the service team.

• Ensure compliance with company policies, quality standards, and safety procedures.

• Manage spare parts inventory, warranty claims, and vendor/OEM coordination.

Qualifications

• Diploma / BE / B.Tech in Electronics, Electrical, Instrumentation, Computer Science, IT or a related discipline.
• 10–20 years of experience in technical service, project execution, and customer support within the Auto ID, Industrial Automation, Security Systems or related industry.
• Minimum 5-10 years of experience leading service teams.

Required Skills:

• Strong leadership and people management skills.
• Experience managing 10+ Service Engineers across PAN India.
• Expertise in project execution, installation, and after-sales service.
• Hands-on knowledge of Barcode, RFID, Label Printing, Access Control, CCTV, and Biometric systems.
• Good understanding of networking, TCP/IP, Windows environment, and system integration.
• Strong customer relationship management skills.
• Excellent troubleshooting and analytical abilities.
• Effective planning, coordination, and communication skills.
• Proficiency in preparing MIS reports and service performance dashboards.
• Ability to manage multiple projects and customer escalations simultaneously.

Travel Requirement

• Willingness to travel across India based on project and customer requirements