
Head Services O&M
1 week ago
Company: Nirtech Pvt Ltd
Location: Pan-India (Head office based, extensive travel)
Qualification
BE - Dip chem / Mech
BSC environment
Experience - 8+ years
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Role Objective
To lead and manage all post-sales service operations across India, ensuring smooth commissioning, preventive & breakdown maintenance, customer satisfaction, and service revenue growth (AMCs & spares). The Service Manager will be the national point of contact for service operations, reporting directly to the Service Head/Director.
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Key Responsibilities
- Service Operations Management
• Oversee commissioning, maintenance, and troubleshooting of wastewater RO/UF/ZLD systems across India.
• Plan and execute preventive maintenance schedules to ensure >95% plant uptime.
• Ensure quick response to breakdowns with minimum downtime.
• Deploy remote monitoring/diagnostic tools for proactive support.
- Team Leadership
• Lead a nationwide service team (engineers, site supervisors, technicians).
• Assign manpower for AMC sites, breakdown calls, and commissioning jobs.
• Provide technical training & mentoring to engineers.
• Monitor performance through KPIs like response time, resolution time, and customer satisfaction.
- Customer Relationship & Support
• Act as the single escalation point for service issues across all zones.
• Build strong rapport with client operation teams, consultants, and key accounts.
• Conduct site visits, audits, and performance reviews with clients.
- AMC & Spares Business
• Drive Annual Maintenance Contract (AMC) sales and renewals.
• Promote spares and consumables sales (RO membranes, pumps, chemicals, instruments).
• Achieve annual service revenue targets through AMCs and retrofits.
- Reporting & Analytics
• Maintain centralized service database – plant health, breakdown logs, spare consumption, warranty claims.
• Prepare monthly reports on uptime, service revenue, customer issues.
• Use ERP/CRM to track cases and analyze performance.
- Cross-Functional Coordination
• Work with Sales team for AMC proposals & service presentations.
• Coordinate with Design/Projects team to provide field feedback for design improvement.
• Collaborate with Purchase & Stores for spare availability and urgent procurements.
- Compliance & Safety
• Ensure all service jobs comply with EHS (Environment, Health & Safety) standards.
• Maintain compliance with CPCB/SPCB norms during plant operations.
• Train field teams on safety protocols and regulatory requirements.
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