Key Responsibilities:

- Manage Technical Service team in India
- Manage staffing, training, and performance evaluations for Service team
- Participate in the budgeting and forecasting of Technical Service Revenues and Costs in the India; Accountable for meeting forecasted targets
- Establish a customer focused culture: Be a key driver in changing the service organizations orientation from account maintenance to continuous improvement
- Support Service Team with complex and advanced product problems on all equipment by involving appropriate cross-functional support
- Train, coach, and motivate the team to effectively manage business processes for consistent service
- Review and approve expenses for direct reports for accuracy and legitimacy

- Ensure that Atlas delivers exceptional Service to its customers
- Assure timely resolution of post sale customer issues and provide proper feedback for corrective action to impacted departments in the BU
- Monitor and evaluate Warranty activity and costs to ensure timely resolution at minimal cost
- Analyze, improve and maintain all internal processes regarding technical and customer service, product support, order processing, distributor/representative field support, pricing systems, model number configuration tools, return policies and customer relationship management
- Assure product literature content is technically accurate to provide customers with required installation and use information
- Partner with Quality to drive root cause corrective action
- Participate in SIOP (Sales, Inventory, and Operations Planning)



to ensure appropriate balance between customer service requirements and inventory management goals is achieved
- Partner with Quality to ensure that ISO 9001, ISO 17025 and other appropriate accreditations are maintained
- Ensure that Service teams are capable of supporting newly launched or updated products by interfacing with Engineering team before during and after product design efforts
- Work with staff and cross-functionally to ensure that the service team is outfitted with tools, supplies, and software sufficient to meet service goals

- Business partner to other departments
- Provide information concerning trends and corrective action
- Interface with Sales, Product Management, Engineering and Marketing teams to ensure that Atlas customer relationships are effectively maintained
- Act as training liaison for technical, customer and sales functions to ensure transfer of knowledge meets highest product and quality standards
- Provide information on significant problems that may exist regarding product quality
- Partner with supporting functions (Operations, Sales, Quality and Engineering) to provide feedback required for corrective action
- Ensure suitable participation in Engineering development, design, and product launch teams

Requirements:





- Proven experience in successful management of Technical Service workforce
- Must possess solid understanding of Weathering Instruments and associated applications and markets
- Experience within an electrical or test instrument manufacturing setting
- Demonstrated experience as a skilled user of process, guidelines and resources; subject matter expert
- Experience managing and maintaining business processes and personnel associated with product engineering and post-sale technical and customer support
- Proven track record of effective team management, including measuring Technical Service team productivity through monthly metrics and dashboards
- Successfully manage business processes for consistent customer satisfaction
- Effectively analyze data and provide clear summary interpretation and next step action plans
- Proven track record of maximizing revenue generation from Technical Services activities (training, paid field service trips, paid start-up and commissioning service, service contracts, site audits)
- Experience in driving cultural change
- Able to motivate and inspire a culture of continuous improvement
- Strong relationship builder
- Strong communication skills, both verbal and written
- Able to travel as required domestically and internationally (25%)
- Strong judgment and decision-making ability
- Self-starter, working well both independently and as part of a team, with both subordinates and peers.
- Must be proficient in Microsoft Office products (Word, Excel, Powerpoint), Experience with Sales Force CRM

📌 National Service Manager (Bengaluru)
🏢 Ametek Instruments India
📍 Bengaluru