Location: Pune
Department: Service
Reports To: Management
Compensation: 9 LPA
Location: Pune (Bhosari)
We are looking for a proactive and experienced Service Manager to lead service operations, manage customer complaints, coordinate service engineers, and ensure timely technical support and customer satisfaction.
Key Responsibilities
- Manage day-to-day service operations, customer complaints, and technical support activities.
- Allocate service engineers to customer sites based on their technical skills, experience, and availability.
- Coordinate machine installation, commissioning, testing, and setup at customer locations.
- Oversee troubleshooting and maintenance of mechanical, electrical, pneumatic, hydraulic, and automation systems.
- Plan and monitor preventive maintenance, breakdown support, and service visits.
- Visit at least 10–15 customers per month to understand their concerns, gather feedback, and assess service quality.
- Conduct customer satisfaction surveys and identify areas for improvement in machine performance and service delivery.
- Provide remote and on-site technical support to resolve customer issues efficiently.
- Lead, guide, and monitor service engineers to ensure effective service delivery.
- Ensure proper gate pass documentation and required approvals before service engineers visit customer sites.
- Maintain service reports, complaint records, installation reports, and maintenance logs.
- Track customer complaints, service response times, and closure status.
- Coordinate with Sales, Projects, Design, Production, and R&D teams to resolve technical issues.
- Collect customer feedback and share recurring technical issues with the R&D team for product improvement.
- Develop troubleshooting guides, service manuals, and technical documentation.
- Ensure compliance with safety guidelines, company procedures, and customer-site requirements.
- Monitor service team performance and implement improvements to reduce machine downtime and enhance customer satisfaction.
Technical Skills
- Strong understanding of mechanical, electrical, pneumatic, and hydraulic systems.
- Knowledge of industrial machinery, automation, and dispensing systems.
- Familiarity with PLC systems such as Siemens, Allen-Bradley, or Mitsubishi is an advantage.
- Understanding of sensors, actuators, pumps, valves, and industrial control systems.
- Experience with robotics, fluid dispensing equipment, and machine commissioning is preferred.
Required Skills
- Strong leadership and team management abilities.
- Excellent troubleshooting and problem-solving skills.
- Good communication and customer relationship management skills.
- Effective planning, coordination, and organizational abilities.
- Ability to manage multiple service activities and prioritize critical breakdowns.
- Willingness to travel for customer visits and on-site service requirements.
Education & Experience
- 10 to 15 Years of experience in the service field and 5 years in managerial role.
- Bachelor’s degree in mechanical, Electrical, Mechatronics, Electronics, or a related engineering field is preferred.
- Relevant experience in industrial machinery, automation, equipment servicing, or dispensing systems is desirable.
- Experience in managing service engineers, customer complaints, service schedules, and technical support operations is preferred.
If you are interested, please share with me your resume on ruchika.basole@catalydd.com