ROLE PURPOSE The Regional AM Manager leads customer support for injection moulding machines in the domestic market. The role is responsible for maintaining machine performance and uptime, delivering end-to-end customer support, strengthening customer relationships, and generating aftermarket business to achieve assigned service and sales revenue targets.

Key Responsibilities Customer Support & Service Delivery

- Lead the Customer Support Team for injection moulding machines in the domestic market.
- Provide end-to-end customer support covering machine installation, breakdown calls, technical troubleshooting, spare-parts support, operator training and processing-related issues.
- Ensure timely customer communication for machine installation activities and site-readiness requirements.
- Support customers with mould trials, both in-house and at customer sites, to enable machine shipment and successful commissioning.
- Visit customers regularly to maintain strong liaison, address service needs and support repeat business.

Revenue, Collections & Aftermarket Growth

- Plan and achieve territorial service revenue and aftermarket sales revenue targets in the domestic market.
- Generate aftermarket business through service opportunities, spare-parts requirements and customer support interventions.
- Coordinate and follow up for collection of outstanding payments related to spare parts.
- Identify customer requirements and service opportunities that can strengthen long-term aftermarket revenue.

Technical Improvement & Product Feedback

- Gather structured information on product performance and recurring machine issues.
- Develop and implement corrective and preventive actions for machine-related concerns, and support deployment of actions across applicable machines.




- Coordinate with internal departments to resolve recurring issues in existing machines and provide recommendations for modifications or customisation.
- Visit mould vendors as required for validation activities.

Market Intelligence & Cross-functional Coordination

- Conduct competitor analysis and share relevant insights to support future business and service strategy.
- Manage key international customers for product troubleshooting or support requirements, where assigned.
- Collaborate with service, sales, engineering, manufacturing and other internal teams to ensure timely resolution of customer concerns.

Reporting & Governance

- Prepare service data, management information reports and required operational records.
- Ensure accurate and timely data entry in the ERP system.
- Maintain visibility of customer issues, corrective actions, revenue opportunities and pending follow-ups.

SUCCESS METRICS / KPIS Revenue & Customer Outcomes Service & Technical Delivery Operational Discipline

- Service revenue vs. target
- Aftermarket sales revenue vs. target
- Outstanding spare-parts payment collection
- Repeat customer and retention outcomes
- Machine uptime and breakdown resolution
- Installation and site-readiness effectiveness
- Closure of corrective / preventive actions
- Customer issue resolution and escalation closure
- Accuracy and timeliness of ERP / MIS data
- On-time reporting and follow-up closure
- Customer visit and coverage discipline
- Cross-functional action closure





Key Skill Requirements Skill Dimension What We Are Looking For Technical & Service

- Robust knowledge of injection moulding machines, installation, troubleshooting and breakdown support
- Understanding of mould trials, processing issues, preventive actions and spare-parts support
- Ability to translate recurring field issues into practical technical improvement actions

Commercial & Customer

- Service revenue planning and aftermarket business development
- Customer relationship management, escalation handling and payment follow-up
- Ability to identify service-led sales opportunities and support repeat business

Analytics & Governance

- Competitor and product-performance analysis
- Proficiency in MIS reporting, ERP data entry and follow-up tracking
- Structured approach to corrective / preventive action governance

Leadership & Behavioural

- Team leadership and cross-functional coordination
- Customer-first mindset with ownership and urgency
- Strong communication, problem-solving and stakeholder-management skills

Experience Profile

- 15 years of relevant experience in service management, customer support or aftermarket operations for industrial equipment / capital goods.
- Bachelor of Engineering / Technology in Electronics & Instrumentation, Electrical or Mechanical Engineering; or Diploma in Electronics, Electrical & Communication, Mechanical or Mechatronics Engineering.
- Demonstrated experience in leading service teams, managing customer escalations and delivering revenue targets.
- Experience in injection moulding machinery, machine installation, troubleshooting, mould trials and aftermarket support is preferred.
- Working knowledge of ERP systems, MIS reporting and cross-functional service governance.

📌 Regional Aftermarket Manager (Chennai)
🏢 Milacron
📍 Chennai