About the role

Lead the Industrial Automation Service Business across India, ensuring superior customer experience, high uptime and effective lifecycle support while building Service as a profitable and scalable business within IA.

The Service Manager will own service operations, service revenue, service profitability, installed-base development, technical capability and strategic service initiatives across IA products and solutions, inventory control and spare management along with appointment of ASP (Authorised Service Partners) close the customer.

Key Responsibilities

A. Service Business Leadership

- Develop and execute the IA Service Business strategy aligned with overall IA business objectives.
- Own service revenue, profitability and growth targets.
- Build recurring revenue through AMC, preventive maintenance, spare parts, retrofit, upgrade, modernization and technical support.
- Develop the installed base as a structured pipeline for future service and business opportunities.

B. Customer Experience & Service Excellence
- Ensure fast and effective resolution of customer issues with defined SLA and escalation mechanisms.
- Drive customer satisfaction, equipment uptime and long-term customer retention.
- Establish service standards across regions, products and solution projects.
- Personally engage in critical customer escalations and strategic accounts.

C. Service Operations
- Lead preventive maintenance, breakdown support and troubleshooting activities.
- Improve response time, MTTR and TAT.
- Establish standardized service processes, SOPs and reporting mechanisms.
- Ensure effective coordination between Service, Sales, Product, Engineering, Solution and Supply Chain teams.

D. Installed Base & Lifecycle Management
- Establish and continuously improve the IA installed-base database.
- Segment installed base based on product, age, customer criticality and service potential.




- Identify opportunities for retrofit, modernization, replacement and technology upgrades.
- Develop lifecycle management plans for strategic customers and products.

E. Service Profitability & Cost Excellence
- Drive service profitability through effective manpower utilization, pricing, spare-parts management and operational efficiency.
- Monitor service P&L;, cost-to-serve, warranty expenses and field-service productivity.
- Reduce avoidable service costs through root-cause analysis and preventive actions.
- Establish a clear balance between customer service excellence and commercial discipline.

F. Organization & Capability Development
- Build a technically solid and scalable IA Service organization.
- Develop competency matrices for service engineers and establish structured training/certification programs.
- Build capabilities across PLC, Motion, Servo, Robot, HMI, Drives, CNC and integrated automation solutions.
- Develop future service leaders and improve organizational productivity.

G. Digitalization & Operational Excellence
- Implement digital service management, ticketing, remote diagnostics and service analytics.
- Establish dashboards for SLA, MTTR, First-Time-Fix, repeat failures, service revenue and profitability.
- Use service data to identify product quality and reliability improvement opportunities.
- Drive continuous improvement and standardization across the IA service organization.

H. Strategic & Cross-Functional Collaboration
- Work closely with IA Sales, Product, Solution, Engineering,



Marketing and Supply Chain to improve customer lifecycle value.
- Provide service inputs during product launches, solution design and project execution.
- Collaborate with global IA teams for complex technical issues, product improvements and service best practices.
- Provide management with regular visibility on service performance, risks, opportunities and strategic initiatives.

Key Performance Indicators

Business

- Service Revenue Growth
- Service Gross Margin / Profitability
- AMC & Recurring Revenue Growth
- Installed Base Conversion

Customer
- Customer Satisfaction / NPS
- SLA Compliance
- Customer Retention
- Critical Escalation Closure

Operational
- Response Time
- MTTR
- First-Time-Fix Rate (TAT)
- Repeat Failure Rate
- Engineer Productivity

Strategic
- Installed Base Accuracy & Coverage
- Retrofit / Upgrade Revenue
- Service Contract Penetration
- Service Capability Development

.

Candidate Profile

- Bachelor's degree in Electrical, Electronics, Automation, Mechanical or related engineering discipline.
- 1824 years of experience in Industrial Automation, Drives, Motion, Robotics, CNC, Machine Tools or related industrial technology.
- Strong experience in service management with demonstrated ownership of customers, teams and business results.
- Experience managing geographically distributed service teams.
- Strong commercial acumen with understanding of revenue, margin, cost and P&L.;
- Strong technical understanding of industrial automation systems.
- Excellent customer management, problem-solving, communication and leadership capabilities.

Leadership Expectations The Service Manager should transform the IA Service function from a reactive support organization into a proactive, customer-centric and profitable business function. Support Service Excellence Customer Retention Lifecycle Business Recurring Revenue

📌 Head Service Management & Ops Industrial Automation,Drives,CNC Top MNC (Delhi)
🏢 Valuable Consulting And Technologies
📍 Delhi