General Manager – Service Management (SMT & Electronics Manufacturing Solutions)

Location: Noida / Bangalore (PAN India Responsibility)

Department: Service & Customer Experience

Role Purpose

The General Manager – Service Management is a strategic leadership role responsible for building, scaling and transforming NMTronics' service organization into a world-class, revenue-generating, customer-centric service engine.

This role will own PAN-India service operations, customer lifecycle management, service profitability, service team capability building, and OEM coordination (Fuji & other principals), ensuring NMTronics becomes the most trusted service partner in the SMT & Electronics Manufacturing ecosystem.

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 solid 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, certif

📌 General Manager Customer Service (Noida)
🏢 NMTronics India
📍 Noida