Role & responsibilities

Key Responsibilities

1. Service Operations & Team Management

- Manage daily service operations, including installation, commissioning, preventive maintenance (PM) and breakdown servicing of electric MHE.
- Lead, guide and monitor service engineers and technicians to ensure timely and quality service delivery.
- Allocate service calls, plan field visits and monitor job completion within agreed timelines.
- Ensure preventive maintenance schedules are followed and equipment downtime is minimised.
- Monitor service performance, technician productivity, response time and customer satisfaction.
- Conduct technical training and provide guidance to service engineers for complex equipment failures.

2. Technical Troubleshooting & Repairs

- Diagnose and resolve complex electrical, electronic, hydraulic and mechanical faults in electric forklifts, reach trucks, pallet trucks, stackers and other MHE.
- Troubleshoot AC/DC motors, controllers, lithium-ion batteries, battery management systems (BMS), chargers, sensors, wiring harnesses, CAN communication systems and safety components.
- Interpret electrical wiring diagrams, hydraulic schematics, service manuals and diagnostic reports.
- Conduct Root Cause Analysis (RCA) for recurring breakdowns and implement corrective and preventive actions.
- Ensure service activities comply with manufacturer guidelines, safety standards and company procedures.
- Escalate critical technical issues to OEMs or technical support teams when required.

3. Customer Relationship Management

- Handle key customer accounts and maintain robust relationships with customers across warehouses, manufacturing plants and logistics facilities.
- Manage critical breakdown escalations and ensure timely resolution of customer complaints.
- Conduct customer visits to review equipment performance, service quality and maintenance requirements.
- Ensure high customer satisfaction through proactive communication and effective service support.
- Coordinate with customers for service approvals,



equipment availability and closure of service requests.

4. Spare Parts, AMC & After-Sales Business

- Identify spare parts requirements using parts catalogues, EPC software and equipment service manuals.
- Coordinate with the spare parts and operations teams to ensure timely availability of required components.
- Promote Annual Maintenance Contracts (AMC), spare parts, repairs and other after-sales service solutions.
- Identify opportunities to generate service revenue and improve customer retention.
- Follow up on quotations, service proposals, AMC renewals and spare parts orders.
- Support the after-sales team in achieving service revenue and business development targets.

5. Reporting & Performance Monitoring

- Monitor service KPIs, including equipment uptime, first-time fix rate, response time, repeat breakdowns and customer satisfaction.
- Review service reports, maintenance records, equipment history and technician productivity.
- Prepare periodic service performance reports for management.
- Ensure proper documentation of breakdowns, preventive maintenance, warranty claims and corrective actions.
- Analyse recurring service issues and recommend improvements in processes, service quality and cost control.

6. Warranty & OEM Coordination

- Coordinate with OEMs and principals for technical support, warranty claims and complex equipment issues.
- Prepare warranty claim reports with technical findings, photographs and Root Cause Analysis.
- Ensure warranty procedures and documentation are completed within prescribed timelines.
- Stay updated on product developments, service bulletins and technical training requirements.





Candidate Profile

Experience

- 48 years of experience in servicing and managing service operations for Material Handling Equipment (MHE).
- Hands-on experience with electric forklifts, reach trucks, pallet trucks, stackers and other warehouse equipment.
- Prior experience leading service engineers, technicians or field service teams is preferred.
- Experience with brands such as STILL, HELI, Toyota, Jungheinrich, Linde, Crown, Yale, Doosan, Hyundai or equivalent MHE brands is preferred.

Technical Skills

- Strong knowledge of electrical, electronic, hydraulic and mechanical systems.
- Expertise in preventive maintenance, breakdown servicing, troubleshooting and Root Cause Analysis.
- Knowledge of motors, controllers, lithium-ion batteries, BMS, chargers, sensors and CAN communication systems.
- Ability to read electrical wiring diagrams, hydraulic schematics and technical manuals.
- Knowledge of spare parts identification, AMC management and warranty processes.

Managerial & Business Skills

- Service team leadership and field service planning.
- Customer relationship management and complaint resolution.
- Service KPI monitoring and performance reporting.
- Spare parts sales, AMC renewals and after-sales revenue generation.
- Strong communication, problem-solving and decision-making skills.
- Proficiency in MS Excel and ERP/service management software.

What SHIFTIX Offers

- Opportunity to work with premium global MHE brands, including STILL and HELI.
- Career growth and performance-based advancement.
- Technical training and exposure to advanced electric material handling equipment.
- Opportunity to lead service operations and contribute to after-sales business growth.
- A dynamic work environment with opportunities to build customer relationships and technical expertise.

Preferred: Candidates who can join immediately or within a short notice period. Interested candidates can share their updated CV to [email protected]

📌 Service engineer-Manager (Mumbai)
🏢 Intra Shiftix
📍 Mumbai