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Service Manager

2 weeks ago

Mumbai, Maharashtra, India Sensys Technologies Pvt. Ltd Full time ₹ 8,00,000 - ₹ 11,00,000 per year

Service Manager Job Description
Position Title: Service Manager Packaging Machines

Job Overview:

We are seeking a proactive and experienced Service Manager to lead and oversee all aspects of the service department, ensuring that packaging machines are delivered, installed, maintained, and serviced to the highest standards. This role will require a mix of technical expertise, customer service skills, and management ability to ensure timely and efficient service operations, customer satisfaction, and service revenue growth.

Key Responsibilities:

  • Service Department Management:
  • Lead, manage, and mentor a team of service engineers and technicians to ensure high-quality service delivery.
  • Develop and maintain service standards, ensuring that all customer requirements are met in a timely and efficient manner.
  • Organize and manage service operations, including scheduling, dispatching, and training of service personnel.
  • Customer Support & Satisfaction:
  • Act as the main point of contact for all customer service inquiries and technical support requests.
  • Ensure quick and effective resolution of customer complaints or issues related to machine performance, installation, and maintenance.
  • Establish and maintain long-term relationships with customers by delivering superior post-sales support and fostering trust.
  • Conduct regular customer visits and follow-ups to ensure ongoing satisfaction and anticipate future service needs.
  • Technical Support & Troubleshooting:
  • Provide technical guidance to service engineers and customers regarding machine installations, troubleshooting, repairs, and preventive maintenance.
  • Oversee the diagnosis and resolution of complex technical issues, collaborating with the engineering team when necessary.
  • Ensure the service team is equipped with the necessary tools, knowledge, and resources to perform their duties effectively.
  • Service Operations & Efficiency:
  • Develop and implement best practices for service operations, ensuring cost-effective use of resources, timely responses, and high productivity.
  • Optimize processes for the maintenance, repair, and installation of packaging machinery, ensuring that turnaround times are minimized.
  • Maintain and manage service records for all equipment and customer interactions, including service reports, maintenance schedules, and warranties.
  • Staff Training & Development:
  • Provide ongoing technical training to service engineers to keep them updated on product developments, industry standards, and best practices.
  • Ensure that all service personnel are proficient in using diagnostic tools, understanding machine configurations, and troubleshooting effectively.
  • Encourage professional development and certification for service staff to build expertise and ensure the highest standards of service delivery.
  • Service Documentation & Reporting:
  • Maintain accurate service documentation, including installation reports, service visit logs, parts replacement history, and preventive maintenance schedules.
  • Provide regular reports to management regarding the status of service operations, customer issues, and any potential service-related risks.
  • Monitor key performance indicators (KPIs) such as service response time, customer satisfaction, and service revenue generation.
  • Parts Management & Inventory Control:
  • Oversee the parts inventory, ensuring that essential components are stocked and ready for use by service teams.
  • Coordinate with suppliers for the procurement of spare parts, ensuring that parts meet quality standards and are available for urgent service needs.
  • Monitor inventory levels to avoid shortages or excess stock, ensuring efficient and cost-effective parts management.
  • Budgeting & Cost Control:
  • Develop and manage the service department budget, ensuring cost control and efficient resource allocation.
  • Track service department expenses, identify areas for cost-saving opportunities, and implement cost-effective solutions while maintaining service quality.
  • Ensure profitability of the service department through revenue generation from service contracts, spare parts sales, and post-sales services.

Qualifications:

  • Education:
  • Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related field.
  • Additional certifications in service management, project management, or technical services are a plus.
  • Experience:
  • Minimum of 8 years of experience in service management, preferably in the industrial machinery or packaging equipment sector.
  • Proven track record in managing service teams and overseeing technical support for complex machinery.
  • Experience in developing service contracts, customer service strategies, and handling service-related budgets.
  • Skills and Competencies:
  • Strong leadership and team management skills.
  • Deep understanding of secondary packaging machinery and related technologies.
  • Excellent problem-solving and troubleshooting abilities.
  • Ability to work under pressure and handle multiple priorities effectively.
  • Strong communication and interpersonal skills to interact with both customers and team members.
  • Proficient in CRM software, service management software, and MS Office.
  • Personal Attributes:
  • Customer-focused with a passion for providing excellent service.
  • Detail-oriented, organized, and proactive in identifying issues before they escalate.
  • Ability to adapt to fast-paced environments and changing customer demands.
  • Strong analytical skills with the ability to make data-driven decisions.

Working Conditions:

  • Full-time position.
  • Occasional travel may be required for on-site service visits, installations, and customer meetings.
  • Competitive salary, performance-based incentives, and benefits package.
  • Company vehicle and tools provided for service-related travel.

Only Male candidate is required

Interested Candidates please call me Sangeet)

Job Types: Full-time, Permanent

Pay: ₹800, ₹1,100,000.00 per year

Benefits:

  • Flexible schedule
  • Provident Fund

Schedule:

  • Day shift
  • Morning shift
  • Rotational shift

Supplemental Pay:

  • Performance bonus

Work Location: In person