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Service Manager

2 weeks ago

Coimbatore, Tamil Nadu, India Boatload Minds Full time US$ 90,000 - US$ 1,20,000 per year

Job overview:

We are hiring a Service Manager to manage and support our field Service Engineer team. The ideal candidate will have hands-on experience in coordinating service operations for commercial products and must be capable of efficiently handling customer support and engineer scheduling. This role bridges the gap between customers and field service, ensuring smooth operations and customer satisfaction.

What will you do? (Responsibilities):

  • Lead & Manage Service Operations
  • Oversee the daily operations of the service team, ensuring optimal performance and customer satisfaction.
  • Develop and implement service strategies, preventive maintenance schedules, and operational standards.
  • Monitor service metrics, analyse performance trends, and initiate process improvements.
  • Team Leadership & Development
  • Establish the service function from scratch Lead by example with a strong work ethic, precision, and attention to detail in every task.
  • Implement clear processes for task allocation, service tracking, and performance monitoring.
  • Provide continuous skill development through structured training on machine installation, calibration, troubleshooting, and preventive maintenance.
  • Build a high-accountability culture where issues are resolved on the first visit and follow-ups are proactive, not reactive.
  • Motivate and retain talent through recognition, growth opportunities, and clear performance goals.
  • Customer Service Excellence
  • Treat the customer as the ultimate priority — ensuring every action aligns with delivering exceptional service.
  • Act as the final escalation point for critical issues, personally ensuring swift, effective resolutions.
  • Oversee flawless machine installation and commissioning, with precise calibration tailored to client taste and operational requirements.
  • Maintain constant communication with customers during service interventions, ensuring transparency and trust.
  • Implement a structured feedback loop to capture insights, improve processes, and elevate the customer experience.
  • Technical Expertise & Support
  • Diagnose and resolve complex mechanical, electrical, and software-related issues in automated vending machines.
  • Replace faulty components and ensure machines meet operational standards.
  • Train customers and client staff on machine operation, cleaning, and basic troubleshooting procedures.
  • Inventory & Logistics Coordination
  • Ensure critical spare parts, consumables, and tools are available when and where they are needed.
  • Share accurate service forecasts, preventive maintenance plans, and breakdown trends to help logistics plan stocking and dispatch.
  • Coordinate part requirements for urgent breakdowns, ensuring priority shipments to minimize customer downtime.
  • Track part usage in collaboration with the logistics team to spot recurring failures and recommend preventive actions.
  • Ensure smooth alignment between service schedules and part availability, enabling first-time-fix resolution for customers.
  • Maintain open, proactive communication with logistics to avoid delays, stock-outs, or misallocations.

What do we need? (Requirements):

  • 6–8 years of experience in service coordination/support for commercial or technical products.
  • BE., in ECE / EEE / Mechanical Engineering.
  • Prior experience handling field service for commercial products (e.g., industrial machines, electrical/electronic devices), preferably vending machines.
  • Strong coordination, documentation, and communication skills.
  • Ability to work under pressure and manage multiple service requests.

What will you enjoy? (Benefits):

  • Innovative and hustler colleagues
  • Experienced mentors
  • Excellent learning and growth opportunities
  • Competitive salary
  • Employee friendly policies
  • Frequent engagement activities with colleagues
  • We are encouraged to take regular breaks, and breaks are always powered by food, snacks, and beverages.