Sr. Manager/Manager – Service Management (SMT & Electronics Manufacturing Solutions) Location: Pune
Department: Service & Customer Experience

Role Purpose
Sr. Manager/Manager – Service will be responsible for leading service operations in the assigned region, ensuring high-quality customer support, operational excellence, and strong service delivery across installation, commissioning, preventive maintenance, breakdown support, and customer satisfaction. The role will also focus on team management, OEM coordination, and driving service revenue through AMCs, spares, and modernization opportunities.

Key Responsibilities
1. Strategic & Business Leadership
Build and execute the National Service Strategy aligned to NMTronics’ growth, aftermarket revenue and customer retention goals.
Convert Service into a strong profit centre – driving AMC, spares, upgrades, refurbishments and modernization programs.
Define Service KPIs, SLAs, service revenue targets, cost optimization and productivity benchmarks.
Drive customer experience excellence and NPS improvement across all service touchpoints.

2. PAN-India Service Operations
Own end-to-end service delivery across installation, commissioning, breakdown support, preventive maintenance, audits and modernization.
Ensure uptime excellence and minimal MTTR for all installed SMT lines.
Establish standardized SOPs, escalation matrices, documentation, and reporting systems.

3. OEM & Principal Management
Act as single point leadership interface with Fuji Japan and other OEM principals.
Drive certifications, technology upgrades, joint service programs, and global best-practice adoption.
Lead technical escalations and strategic resolution of critical customer issues.

4.



Team Building & Capability Development
Build a high-performance PAN-India Service organization (Service Heads, Managers, Engineers).
Define career paths, certification programs, skill matrices and training academies.
Lead mentoring, succession planning and leadership development for service teams.

5. Customer Relationship & Key Account Ownership
Own strategic customer relationships for large EMS & electronics manufacturing customers.
Participate in QBRs, escalation reviews, service improvement programs and renewal negotiations.
Position NMTronics as a long-term technology & service partner.

6. Process Digitization & Governance
Lead implementation of Service ERP/CRM integration, ticketing systems, spares planning, dashboards and analytics.
Drive audit readiness, EHS compliance, IPC compliance and ISO/service quality frameworks.

Technical Scope
Strong working knowledge of SMT manufacturing environments.
High-level expertise in Fuji SMT platforms (NXTR, NXT series), feeders, placement heads, vision systems, line balancing and process optimization.
Exposure to other SMT brands (ASM, Panasonic, Yamaha, etc.) is advantageous.

Qualification & Experience
BE / B.Tech / Diploma – Electronics / Electrical / Mechatronics.
10+ years in SMT Service / Manufacturing / OEM environment.
Proven experience in P&L; management, team scaling, OEM coordination and customer lifecycle ownership.

Leadership Competencies
Strategic thinker with solid execution orientation
Commercial mindset & service business building capability
Customer-first mindset
Ability to build large teams and systems from scratch (important for NMTronics’ transformation phase)
Strong communication, negotiation & stakeholder management skill

📌 Manager / Sr. Manager Customer Service (SMT & Electronics Manufacturing Solutions) (Noida)
🏢 NMTronics India
📍 Noida