Service Network & Capability - Develop and maintain a scalable and effective post-sales service capability across India to support customer demand and enable consistent service delivery.
- Establish and expand local service support networks across key states and locations in line with business requirements.
- Develop and implement support standards and processes to improve service effectiveness and customer experience.
- Deliver training and capability development initiatives across the service support network and service teams.
Service Delivery & Operational Excellence - Ensure efficient and high-quality delivery of post-sales services through effective service coordination, performance management and operational governance.
- Coordinate, manage and attend service activities and customer support requirements as needed.
- Deliver service outcomes within agreed turnaround times (TAT) and customer commitments.
- Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking.
- Monitor service performance and support continuous improvement initiatives.
Service Commercial Performance - Support business growth through the development and expansion of service-led revenue opportunities.
- Develop and implement Annual Maintenance Contract (AMC) models for the India market.
- Support forecasting and revenue projections associated with service offerings.
- Identify and drive additional revenue opportunities through out-of-warranty component sales and services.
Customer & Stakeholder Management - Build trusted customer and internal partnerships to support service excellence and long-term operational outcomes.
- Develop and maintain strong working relationships with customer project teams and internal stakeholders.
- Partner with production teams to support ongoing availability of replacement components.
- Drive positive customer outcomes and contribute to strong customer satisfaction and QBR results.
Qualifications and experience
- Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery.
- Experience supporting post-sales service delivery, troubleshooting and customer support activities within a technical or operational environment.
- Strong capability in planning, coordinating and executing multiple workstreams, with sound problem-solving and critical thinking skills.
- Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes.
- Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable.
- Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous.
- Demonstrated ability to build effective working relationships across customers, suppliers and cross-functional internal teams.
Join a Crew that CaresBe part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an prospect to make an impact in the community.
📌 Service & Hardware Support Specialist (India)
🏢 Coates Group
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.