Head of Technical Services

2 weeks ago

Nagpur, Maharashtra, India SACMI Full time
JOB TITLE: Technical Assistance Head/ Manager – Technical Assistance

LOCATION: Vashi Navi Mumbai

Experience: 15+ years

JOB ROLE: The Technical Assistance Manager is responsible for leading the team of Service Engineers to ensure efficient, timely and cost-effective technical support to customers. This role involves strategic planning, resource allocation and coordination with both internal teams and Sacmi Italy to ensure smooth execution of machine installations, commissioning and post-sales support. The objective is to maximize technician engagement, optimize revenue from the Technical Assistance department and uphold a high level of customer satisfaction.

KEY AREAS OF RESPONSIBILITY:

- Utilization rate / Days of Engagement of Service Engineers
- Revenue generated from technical service interventions
- Timely completion of installations/commissioning/Trouble shooting
- Quality and timeliness of reports submitted to management
- Ensuring Customer Satisfaction by resolving technical queries

RESPONSIBLITIES:

- Team leadership and allocation of Service Engineers based on customer call priorities and technical requirements.
- Forecasting and planning man-days required for upcoming installations and service interventions in coordination with Sacmi Italy.
- Monitoring and ensuring optimum Days of Engagement of technicians across the year.
- Driving profitability and efficiency of the Technical Assistance department.
- Providing escalated-level support for customer technical queries.
- Overseeing the setup and operations of the Technical Helpdesk.
- Maintaining detailed reports on Technician deployment and engagement & Installation and commissioning status
- Ticket resolution and closing rates
- Ensuring knowledge sharing and training within the service team for continuous upskilling.

EDUCATIONAL QUALIFICATIONS:

ESSENTIAL: Diploma/Degree in Engineering (Mechanical/Chemical/Electricals/Electronics)

DESIRABLE: Post Graduation in Engineering/Management

PROFESSIONAL EXPERIENCE REQUIRED:

ESSENTIAL: 10+ years of experience in industrial machine installation, troubleshooting and after-sales service, with at least 3-4 years in a team lead or managerial capacity.

DESIRABLE: Experience in the Closure & Rigid Packaging industry

DESIRABLE SKILL SETS:

- Strong leadership and team management capabilities
- Technical expertise in machine commissioning, PLC systems and troubleshooting
- Familiarity with CRM/helpdesk platforms for ticket management
- Excellent planning, coordination and reporting skills
- Ability to handle escalations and complex customer queries
- Strong communication and liaison skills with global counterparts
- Good interpersonal skills
- Goal - oriented
- Willingness to travel

EXTENT OF DECISION MAKING AUTHORITY:

- Independent decision-making on team allocation and daily operations
- Strategic decisions in consultation with senior management
- Authority to escalate critical issues to internal leadership

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