Job Responsibilities

- Service Operations Management

- Lead and manage daily service operations across assigned territories.

- Ensure prompt response to customer service requests and equipment breakdowns.

- Plan and optimize deployment of service engineers and technicians.

- Monitor service KPIs including response time, first-time fix rate, equipment uptime, and customer satisfaction.

- Ensure compliance with company service standards and procedures.

- Customer Relationship Management

- Build and maintain strong relationships with customers.

- Conduct regular customer visits to understand operational challenges and service requirements.

- Manage customer escalations and ensure timely resolution of critical issues.

- Support key account service reviews and performance discussions.

- Technical Support &
- Troubleshooting

- Provide technical leadership for complex equipment issues.

- Assist service teams with diagnostics, root cause analysis, and corrective actions.

- Coordinate with factory engineering teams on product quality concerns and technical improvements.

- Support commissioning and major project installations when required.

- Service Revenue &

- Business Development

- Drive growth in service revenue, maintenance contracts, inspections, upgrades, and refurbishment activities.

- Develop annual service business plans and budgets.

- Identify opportunities for cross-selling parts, services, and modernization solutions.

- Monitor service profitability and cost control.

- Collection responsibilities

- Warranty &

- Quality Management

- Ensure proper warranty claim administration and recovery.





- Monitor recurring equipment failures and implement preventive actions.

- Analyze service trends and identify improvement opportunities.

- Maintain accurate service documentation and records.

- Team Leadership &

- Development

- Recruit, coach, and develop service personnel.

- Establish performance goals and monitor team effectiveness.

- Conduct technical and safety training programs.

- Promote a culture of accountability, customer focus, and continuous improvement.

- Health, Safety &

- Compliance

- Ensure compliance with all company safety policies and local regulations.

- Conduct field safety audits and risk assessments.

- Promote secure work practices and incident prevention.

- Ensure service activities comply with environmental and quality standards.

- Parts &

- Inventory Coordination

- Work closely with the parts team to ensure parts availability.

- Monitor inventory levels for critical service components.

- Support forecasting and planning for spare parts demand.

Job Requirement

- Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related discipline.

- 10-15 years of experience in industrial equipment, cranes, construction equipment, heavy machinery, or manufacturing industries.

- Minimum 5 years in a service leadership role.

- Experience managing field service teams across multiple locations.

- Strong customer-facing experience in B2B environments.

- Maintenance and troubleshooting of industrial or heavy equipment.

- Service operations management.

- Warranty processes and technical diagnostics.

- Service contracts and aftermarket business management.

- ERP/CRM systems and service management software.

📌 Pan India Service Head (Pune)
🏢 The Manitowoc
📍 Pune