Job Description Service Manager

Key Responsibilities

- Plan, organize, and monitor field service activities including installation, commissioning, warranty, and AMC.
- Ensure timely response and closure of breakdowns and customer complaints.
- Manage service schedules, manpower allocation, site readiness, and service procedures/SOPs.
- Lead, mentor, train, and evaluate service engineers, supervisors, and technicians.
- Monitor KPIs/KRAs and ensure service quality and customer satisfaction.
- Act as the escalation point for key customers and conduct customer reviews/service audits.
- Provide technical support, troubleshooting, RCA/CAPA, and support critical commissioning.
- Coordinate with Projects, Design, Quality, Stores, and Purchase teams for service and recurring issues.
- Manage critical spares, warranty claims, AMC renewals, profitability, and upgrades/retrofits.
- Ensure proper service documentation and prepare monthly MIS reports.

Key KPIs





- Service response and closure rate
- Customer satisfaction
- AMC revenue and renewal %
- First-time-right commissioning
- Reduction in repeat failures
- Service cost vs. revenue

Qualifications & Experience

- B.E./Diploma in Mechanical or Electrical Engineering.
- 58 years of experience in service/after-sales, preferably in process industry, chemicals, pharmaceuticals, equipment manufacturing, or project consulting.
- Strong knowledge of bulk powder handling/mechanical equipment.
- Solid leadership, team management, troubleshooting, RCA, planning, and reporting skills.
- Customer-focused with excellent interpersonal and communication skills.
- Calm, composed, and capable of handling pressure effectively.

Call me on (phone hidden) (Vipra)

📌 Service Manager (Mumbai)
🏢 Bizaccen Knnect
📍 Mumbai