Service Manager

Role & responsibilities

Service Operations & Customer Support

• Manage end-to-end after-sales service support for all trailer models.
• Ensure timely resolution of customer complaints related to structural, axle, suspension, braking, and electrical systems.
• Coordinate on-site service support for fleet customers and project locations.
• Support service engineers, technicians, and regional service teams.

Warranty & Failure Analysis

• Manage warranty claims, approvals, and settlements in line with company policy.
• Conduct root cause analysis (RCA) of repeat failures and field issues.
• Coordinate with design, quality, and production teams for corrective and preventive actions.

Technical Support & Documentation

• Provide technical guidance on chassis, axles, suspension (mechanical / air), braking systems, couplers, and structures.
• Develop and update service manuals, SOPs, maintenance schedules, and service bulletins.
• Support homologation, field trials, and new product launches from a service perspective.

Spare Parts & Inventory Coordination

• Coordinate with parts team to ensure availability of critical spares and wear items.
• Recommend spare parts stocking norms for dealers and fleet customers.
• Support parts forecasting and demand planning.

Commercial & Service Revenue

• Drive service revenue through AMCs, extended warranties, paid services, and refurbishments.
• Monitor service costs, warranty expenses, and service profitability.
• Support sales team with technical inputs during customer discussions.

Reporting & MIS

• Track service KPIs such as complaint closure time, warranty cost, repeat failures, and customer satisfaction.

Prepare regular MIS and service performance reports for management

Preferred candidate profile

• Strong technical knowledge of Heavy Earthmoving Machinary, Heavy Equipments.
• Good understanding of fleet operations and logistics requirements.
• Customer-focused problem-solving approach.
• Ability to manage cross-functional teams.

Proficiency in MS Office, CRM, and service management systems