Assistant Manager / Service Engineer

Location: Pune

Department: Sales / Service

Experience: 5–7 Years

Qualification: Diploma / B.E. in Mechanical Engineering

Preferred Industry: Food & Pharma Processing Equipment

About the Opportunity

We are supporting our reputed client in hiring an Assistant Manager / Service Engineer to lead after-sales service operations and provide technical support to customers in the Food & Pharma processing industry. The role involves handling customer service requests, warranty claims, installations, commissioning, troubleshooting, and leading the service team to ensure exceptional customer satisfaction.

Role Purpose To manage after-sales service operations, provide technical support to customers, lead the service team, and ensure timely resolution of customer complaints while supporting the growth of the spares and service business.

Key Responsibilities

1. Customer Claims Handling – In-House Product Servicing

- Acknowledge and respond to customer complaints and service requests.
- Inspect returned components and prepare initial inspection reports.
- Plan repair activities and recommend required spare parts.
- Coordinate warranty claim approvals and Free-of-Cost (FOC) spare processing.
- Coordinate with the Sales team for service quotations and sales order creation (FOC/Chargeable).
- Repair products as per standard assembly procedures.
- Perform testing/trials and obtain customer feedback.
- Coordinate with the Logistics team for dispatch of repaired products.

1. Customer Complaint Handling – On-Site Service

- Plan and schedule customer service visits.
- Diagnose faults and recommend corrective actions.
- Coordinate spare parts requirements and warranty approvals.
- Perform in office repair, installation, testing, and commissioning.
- Prepare and submit detailed service reports after every visit.

1. Online Technical Support

- Provide technical assistance via phone, email, and video calls.




- Support customers during installation, troubleshooting, and servicing activities.

1. ERP & Service Documentation

- Create, update, and close service tickets in the ERP system.
- Maintain complete service documentation and customer communication records.

1. Installation & Commissioning Support

- Support installation and commissioning of newly supplied equipment.
- Visit customer sites or provide virtual assistance whenever required.

1. Product Demonstrations

- Conduct product demonstrations, machine trials, and customer training sessions.

1. Service Team Leadership

- Lead and supervise internal Service Engineers and distributor service personnel.
- Allocate service assignments based on priority, location, and technical expertise.
- Monitor service quality and ensure compliance with company SOPs.
- Train and mentor distributor service engineers.
- Conduct periodic performance reviews with distributor service teams.
- Prepare and submit service performance reports to management.

1. Spares & Service Business Support

- Support service-related spare parts business.
- Identify opportunities to improve customer service and generate service revenue.

Required Skills & Competencies
- Strong technical knowledge of pumps, valves, mixers, process equipment, and mechanical systems.
- Hands-on experience in installation, commissioning, troubleshooting, and maintenance.
- Excellent problem-solving and fault diagnosis skills.
- Strong customer handling and communication skills.
- Ability to prepare technical service reports.
- Familiarity with ERP systems and service documentation.
- Leadership and team management capabilities.
- Willingness to travel extensively on short notice.

Preferred Experience
- Experience in servicing equipment used in the Food, Dairy, Beverage, or Pharmaceutical processing industries.
- Exposure to hygienic process equipment and process skids will be an added advantage.
- Experience working with distributors and regional service networks is preferred.

📌 Service Engineer/Asst. Manager (Pumps) (Pune)
🏢 BioTalent Search®
📍 Pune