Key Responsibilities

1. AMC Management &
- Renewal

- Manage end-to-end AMC operations for existing and new customers.

- Track AMC expiry dates and ensure timely renewal follow-ups.

- Prepare and review AMC proposals, renewal quotes, and service scope.

- Coordinate with customers for AMC negotiation, approval, and closure.

- Ensure AMC contracts are executed as per agreed terms, service frequency, and response timelines.

- Maintain customer-wise AMC records, schedules, service reports, and renewal trackers.

1. Service Operations Management

- Plan and monitor preventive maintenance visits as per AMC schedule.

- Ensure timely closure of breakdown complaints, service calls, and customer escalations.

- Allocate technicians and service engineers based on location, skill, urgency, and equipment type.

- Monitor daily service calls, pending complaints, repeat complaints, and service productivity.

- Ensure proper documentation of service reports, customer sign-offs, and pending work.

- Improve service response time and customer satisfaction.

1. Preventive Maintenance &
- Breakdown Control

- Ensure regular preventive maintenance of commercial kitchen, refrigeration, bakery, and imported equipment.

- Review recurring breakdowns and take corrective action to reduce repeated complaints.

- Identify root causes of major service issues and coordinate with technical/OEM teams for solutions.

- Ensure equipment performance checks, safety checks, cleaning, calibration, and parts inspection during PM visits.

- Monitor AMC service quality and ensure compliance with customer expectations.

1. Customer Coordination &
- Relationship Management

- Act as the key service contact for AMC customers.

- Coordinate with hotels, restaurants, institutions, corporates, project clients, and commercial kitchen users.

- Handle customer complaints, escalations, feedback, and service-related concerns.

- Conduct periodic customer review calls/meetings for service performance.

- Ensure professional communication and timely updates to customers.





- Build strong customer relationships to improve AMC retention and service revenue.

1. Technician &
- Team Management

- Lead, guide, and monitor the service technician team.

- Plan daily service schedules and site visits.

- Track technician attendance, site reporting, work completion, and discipline.

- Provide technical guidance for complex breakdowns and site issues.

- Ensure technicians follow safety standards, grooming, reporting, and company service process.

- Identify training needs and support skill development of technicians.

1. Spare Parts &
- Inventory Coordination

- Coordinate with stores, purchase, and import teams for spare parts availability.

- Track spare consumption for AMC and breakdown calls.

- Ensure critical spares are planned for high-value AMC customers and imported equipment.

- Avoid service delays due to non-availability of spare parts.

- Verify spare replacement requirements before customer approval or billing.

- Maintain records of spare parts used in service calls.

1. Service Revenue &
- Billing Support

- Support AMC billing, service billing, spare parts billing, and chargeable visit billing.

- Coordinate with accounts team for invoices, pending payments, and customer follow-ups where required.

- Identify opportunities for AMC conversion, AMC upgrades, paid service, spare sales, and refurbishment jobs.

- Monitor AMC profitability and service cost.

- Support management with revenue reports and pending billing status.

1. MIS, Reporting &
- Documentation

- Prepare AMC MIS, service call reports, pending complaint reports, technician productivity reports, and customer escalation reports.

- Maintain proper records of AMC contracts, service schedules, PM reports,



customer feedback, and renewal status.

- Track KPIs such as service response time, complaint closure time, repeat complaints, AMC renewal percentage, and customer satisfaction.

- Submit periodic reports to Service Head / Management.

- Ensure audit-ready service documentation.

1. OEM / Imported Equipment Support

- Coordinate with OEMs and technical teams for troubleshooting of imported equipment.

- Support service team in handling commercial kitchen equipment from brands such as dishwashers, combi ovens, refrigeration, bakery, cooking, and hot equipment.

- Ensure OEM service guidelines are followed during maintenance and repair.

- Maintain technical documentation, manuals, and service history for imported equipment.

Required Skills &

- Competencies

- Solid knowledge of AMC operations and after-sales service management.

- Experience in commercial kitchen equipment / refrigeration / hospitality equipment service will be preferred.

- Good understanding of preventive maintenance, breakdown handling, service scheduling, and customer escalation management.

- Ability to manage technicians, service engineers, and site teams.

- Strong customer coordination and communication skills.

- Knowledge of spare parts planning and service inventory coordination.

- Good commercial understanding of AMC pricing, service billing, spare billing, and renewal follow-up.

- Ability to handle high-pressure service situations and urgent customer complaints.

- Strong follow-up, reporting, documentation, and ownership skills.

- Working knowledge of MS Excel, service trackers, CRM, ERP, or service management software.

Qualification

- Diploma / Degree in Electrical, Mechanical, Refrigeration, HVAC, Engineering, or related technical field.

- Graduate with strong service/AMC experience (from kitchen industry) may also be considered.

- Certification in refrigeration, electrical maintenance, commercial kitchen equipment, or service management will be an added advantage.

📌 Service Manager (AMC Expert) (Gurugram)
🏢 kumar equipment
📍 Gurugram