Service Manager

Job Description Service Manager

Position: Service Manager

Location: Pirana, Ahmedabad (with Occasional Travel Pan-India)

Department: Service (After Sales)

Salary: 40,000 – 50,000 CTC (No bar for the right candidate)

Type: Full-time

About Us

At PressureJet Systems Pvt. Ltd., we believe that exceptional service fuels our reputation. With a global presence in 50+ countries and a legacy of over 25 years, we lead the industry in High-Pressure Plunger Pumps and back our quality with premium service support.

As a Service Manager, you'll not just manage operations—you'll build a strong service team, drive performance, enhance client satisfaction, and create lasting value through world-class service.

The Role

We're seeking a performance-driven Service Manager to lead our Service Department. You'll be responsible for team building and people development, complaint resolution, engineer supervision, policy reforms, strategic service planning, spare parts management, revenue growth, and continual process improvement.

If you're analytical, detail-oriented, and passionate about building high-performing service teams, this is your ideal next step.

Key Responsibilities

1. Team Building, Development & Supervision

• Identify manpower needs based on service demand and growth.
• Conduct interviews, selection, and onboarding of service engineers.
• Allocate roles, delegate tasks and duties effectively.
• Conduct appropriate technical and soft skill training sessions.
• Direct, guide, and motivate the team to achieve service excellence.
• Review performance matrices regularly and provide constructive feedback.
• Conduct competency gap analysis and implement structured training plans to fulfill gaps.
• Build a culture of ownership, accountability, and continuous improvement.

2. Policy Reforms, Revenue Generation & Continual Process Improvement

• Formulate and implement service policies to improve efficiency and customer satisfaction.
• Review and reform existing processes, ensuring alignment with industry best practices.
• Drive revenue generation through innovative service offerings, AMC proposals, and spare part sales.
• Establish a framework for continual process improvement by identifying bottlenecks, conducting audits, and implementing corrective actions.
• Benchmark against market leaders to ensure PressureJet maintains service leadership.
• Collaborate with cross-functional teams to ensure reforms support overall business goals.

3. Complaint Resolution & Client Satisfaction

• Allocate complaints and track escalations.
• Optimize service costs and ensure first-time-fix efficiency.
• Ensure SLA-compliant complaint acknowledgment and resolution.
• Handle escalated/critical client complaints directly.
• Approve free supply and discount requests.
• Collaborate with production teams for depo repair.
• Reduce complaints by resolving issues from the root cause.
• Conduct Root Cause Analysis (RCA) for repeat complaints and institutionalize learnings.
• Transform customer experience by converting detractors into neutrals and making satisfied clients into promoters.

4. Reporting & Analysis

• Maintain reports for TAT, AMC, NPS, spare usage, and recurring complaints.
• Track training hours and team retention rates.
• Oversee travel cost optimization and service cost per visit.

5. Cross-Functional Coordination

• Liaise with Design, Purchase, Sales, Production, and Accounts to align service needs with business goals.

Required Skills and Competencies

Technical Expertise

• In-depth knowledge of service operations and high-pressure systems.
• Understanding of installation, commissioning, and RCA techniques for machine manufacturing.
• Cost analysis, quotation preparation, and AMC structuring.
• Proficiency in Excel, CRM, ERP tools.

Soft Skills

• Leadership and team management.
• Analytical and decision-making capabilities.
• Strong communication and conflict resolution.
• Customer negotiation and satisfaction handling.

Educational Qualification

• Diploma / B.E. in Mechanical or Production Engineering with First Class

Experience

• 3+ years of hands-on experience in service, including 1+ year of team management experience of at least team of 4

Travel Requirements

• Occasional travel for escalated complaints, key customer meetings and conflict resolution

Why You'll Love Working with Us

• Leadership Role: Shape the future of PressureJet's service excellence.
• Growth-Focused Culture: Develop technical, strategic, and managerial expertise.
• Purpose-Driven Impact: Elevate customer experience and internal efficiencies.
• Cross-Departmental Exposure: Work closely with core business functions.

Reporting To

• Direct: Director – Marketing

Performance Metrics (KPIs)

• Complaint Closure TAT %
• AMC & Spare Revenue Growth
• Complaint Reduction by Root Cause Elimination
• NPS Score with conversion of Detractors to Neutrals and Neutrals to Promoters
• Customer Satisfaction Score
• Process improvements
• Training Hours / Team Member
• Team Retention Rate
• Service Cost Optimization
• 360 Performance assessment from subordinates, reporting manager, customers, and job role.

Contact Person

Aadarsh Vajpai

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Office: Pirana, Ahmedabad | Branch: Thaltej, Ahmedabad