Description
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 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.
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 prospects 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 saf

📌 Pan India Service Head Pune
🏢 The Manitowoc
📍 India