Manager – Service (West)
Primary responsibility is to ensure delivery of high-quality service and exceptional customer service.
Organisational Level:
Reports To Manages
VP – Manufacturing Service Team
Responsibilities:
- Execute the service strategy aligned with the company’s goals and objectives
- Identify service growth opportunities and develop plans to expand service offerings
- Implement established service level agreements (SLAs) and key performance indicators (KPIs)
to measure and monitor service performance - Oversee all aspects of service operations, including service delivery, field service, technical
support, and customer service in the region - Ensure timely and efficient resolution of customer issues and escalations
- Monitor service metrics and analyse data to identify areas for improvement and implement
corrective actions - Implement service processes, procedures, and standards to ensure consistent and high-quality
service delivery - Build and maintain strong relationships with key customers, ensuring their satisfaction and
addressing their needs - Collaborate with the sales team to identify upselling and cross-selling opportunities
- Conduct regular customer reviews and meetings to assess customer satisfaction and identify
areas for improvement - Ensure compliance with relevant industry standards, regulations, and safety requirements
- Lead and manage a team of field engineers, and support engineers
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer
satisfaction - Responsible for the management of the team including performance management and
competency building activities - Work in collaboration with Human Resources in retaining high performers and fostering an
open and transparent work environment - Foster a culture of continuous learning and professional development within the service team
Skills and Qualifications:
Location: Pune
- Bachelors in Engineering
- 6-10 years of experience in service management within the industrial automation industry
- Strong knowledge of industrial automation technologies
- Excellent leadership and people management skills, with a track record of building and
developing high-performing teams - Exceptional customer relationship management skills and a customer-centric mindset
- Strong business acumen
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with
cross-functional teams and stakeholders - Analytical mindset with the ability to analyse data, identify trends, and make data-driven
decisions - Proven experience in process improvement and change management
- Certifications in relevant areas of industrial automation and service management are desirable
