Role Overview The Service Manager will own the end-to-end service lifecycle of Vilisos IoT devices—from demonstration and work-order installation through monitoring, incident resolution, lifecycle tracking, recall, and replacement. The role requires a hands-on technical leader who can strengthen field-service quality, convert recurring issues into permanent solutions, improve customer-facing interfaces, and build a scalable pan-India service network.

Key Responsibilities

- Plan and manage IoT device installations for demonstrations and confirmed work orders, ensuring readiness, documentation, and compliance with specifications.

- Monitor deployed devices for operational performance and coordinate timely intervention whenever a device is non-functional or operating outside specification.

- Track product and device lifecycles, proactively flag end-of-life risks, and recommend timely action to relevant stakeholders.

- Manage device recalls for faults and ensure replacement under warranty, guarantee, or specific management decisions.

- Coordinate closely with Production and R&D; on field problems, root-cause analysis, corrective action, and product improvements.

- Identify repeated field failures and drive permanent preventive solutions with R&D; rather than relying only on temporary fixes.

- Interact regularly with customers to understand concerns, suggestions, and queries, and ensure accurate and timely responses.

- Provide structured field feedback to Production, R&D;, and management, escalating critical service, product, or quality risks when required.

- Provide technical input for web and mobile user interfaces, translating client requirements and field observations into practical improvement recommendations.

- Develop proactive and innovative solutions that improve uptime, serviceability, response time, and the overall customer experience.





Service Network & Field Operations

- Build and scale a dependable pan-India service network based on business needs and management direction.

- Identify, assess, onboard, and monitor prospective service partners and field resources across required locations.

- Define service processes, escalation paths, response expectations, and quality standards for internal teams and external partners.

- Visit incident locations whenever required by the client or the nature of the problem, and lead resolution through closure.

- Ensure service cases are documented, tracked, communicated, and closed with explicit ownership and client confirmation.

MIS, Analysis & Reporting

- Maintain accurate service MIS covering open and closed incidents, response time, resolution time, device status, recalls, replacements, and pending actions.

- Analyse service issues product-wise and location-wise to identify patterns and operational risks.

- Publish the top five fault indicators and recurring failure trends, together with root causes, actions, owners, and target closure dates.

- Present factual service, product, and quality observations to management with clarity and professional candour, even when the findings are difficult.

- Track corrective and preventive actions to completion and measure whether interventions have reduced repeat failures.

Required Skills & Competencies

- Strong understanding of IoT devices, field-service operations, troubleshooting, device monitoring, and lifecycle management.





- Ability to diagnose technical and operational issues, coordinate root-cause analysis, and drive practical corrective action.

- Excellent customer-facing, interpersonal, listening, and expectation-management skills.

- Strong coordination and influencing ability across customers, field teams, service partners, Production, R&D;, and management.

- Analytical ability to build meaningful MIS, identify fault patterns, and convert data into action.

- High ownership, sound judgement, attention to detail, and a proactive problem-solving mindset.

- Transparent written and verbal communication, with the confidence to communicate product, service, and quality issues honestly and constructively.

- Willingness and ability to travel extensively across India and respond to field incidents when required.

Preferred Background

- Relevant education in Electronics, Electrical, Instrumentation, Telecommunications, Engineering, or a related technical discipline.

- Prior experience in IoT, electronics, connected devices, field service, technical support, after-sales service, or service-network management.

- Experience handling warranties, device replacements, service partners, customer escalations, and cross-functional technical teams is desirable.

Success Measures

- Improved device uptime, faster incident response and resolution, and reduced repeat failures.

- Timely lifecycle alerts, recalls, replacements, escalations, and customer communication.

- Accurate and actionable service MIS with visible closure of root causes and corrective actions.

- A scalable, responsive, and quality-controlled service network across required Indian locations.

- Stronger customer satisfaction and a consistent flow of field insights into product and interface improvements.

📌 Senior Service Manager (Mumbai)
🏢 Viliso Technologies
📍 Mumbai