Company Description Brother International (India) Private Limited is part of Brother Industries Ltd., Japan, a global brand recognized for more than a century for product innovation and customer satisfaction.

Brother provides quality, innovative solutions across print and imaging, labelling, and sewing markets, including laser printers, multi-function centres, fax machines, labellers, label printers, and home and industrial sewing machines. The company follows a “Customer First” approach, offering comprehensive sales, marketing, and service capabilities supported by authorized distributors across India. Headquartered in Mumbai with sales offices in major Indian cities, Brother benefits from the strength of its multinational parent company, which operates in over 40 countries and sells in more than 100 countries.

Its manufacturing facilities in Japan, Taiwan, China, Vietnam, Malaysia, and the UK are ISO 14001, 14002, and ISO 9001 certified, demonstrating a strong commitment to quality and environmental standards.

Role Description

- Manage a support network across Maharashtra and Goa through third-party service providers to ensure effective onsite support for customers.
- Monitor service calls logged across Maharashtra and Goa and ensure daily follow-up and timely closure as per defined TAT and service standards.
- Coordinate with Authorized Service Partners (ASP) and service engineers for installation, warranty, and post-warranty service support.
- Conduct product and technical training for service partner engineers and Brother sales teams to improve product knowledge and service capability.
- Coordinate with HO Techincal support for technical escalations, product-related issues, and customer solutions.
- Conduct monthly reviews with ASPs, and internal teams covering:
- Inventory and spare-parts management
- Call status and TAT performance
- Manpower availability and productivity
- Service coverage and expansion plans
- Recent onsite support locations




- Identify service coverage gaps and develop plans to expand the ASP/service network across Maharashtra and Goa.
- Ensure effective ASP management , including performance monitoring, service quality, manpower, inventory, and compliance with defined service processes.
- Support customer satisfaction and CRM improvement through effective complaint handling, follow-up, and timely resolution.
- Participate in pre-sales technical discussions , including service coverage, manpower, technical capability, SLA/TAT, spare-parts requirements, and operational feasibility.
- Prepare and review service performance reports and provide regular updates to management on call closure, TAT, customer satisfaction, manpower, inventory, and network coverage .
- Coordinate with sales, service, technical, logistics, and other internal teams to ensure smooth customer support operations.
- Support continuous improvement initiatives to improve service quality, customer experience, and onsite support coverage across Maharashtra and Goa.

Key Skills

- Good communication skill English and Local language.
- Field Service experience and Maintenance & Repair capabilities
- ASP Management
- Customer Service & Customer Relationship Management (CRM)
- Service Operations Management
- Customer Satisfaction Management
- Technical & Product Training
- Inventory & Spare Parts Management
- SLA / TAT Monitoring
- Service Network Expansion
- Technical Escalation Management
- Pre-Bid Technical Discussions
- Team Coordination and Performance Management
- Experience working with office equipment, imaging devices, or similar electro-mechanical products is preferred.
- Ability to travel regularly within Rest of Maharashtra and Goa, and manage service schedules independently.
- Proficiency in basic IT skills and understanding of networking concepts related to connected devices is an advantage.
- Strong customer focus, problem-solving mindset, and commitment to safety and quality standards.

Qualifications

- Diploma or degree in Engineering (Electronics, Electrical, Mechanical, or related field) or equivalent technical qualification.

📌 Area Service Engineer - Rest of Maharashtra and Goa (Mumbai)
🏢 Brother International (India) Private
📍 Mumbai