Description
Job Responsibilities:
1. 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.

2. Customer Relationship Management
- Build and maintain robust 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.

3. 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.

4. 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

5. 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.

6. Team Leadership & Development
- Recruit, coach, and develop service personnel.
- Establish performance goals and monitor team effectiveness.
- Conduct technical and saf

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