Assistant Manager/Manager - Service

Key Responsibilities

• Manage day-to-day service operations, customer complaints, and technical support activities.
• Allocate service engineers to customer sites based on their technical skills, experience, and availability.
• Coordinate machine installation, commissioning, testing, and setup at customer locations.
• Oversee troubleshooting and maintenance of mechanical, electrical, pneumatic, hydraulic, and automation systems.
• Plan and monitor preventive maintenance, breakdown support, and service visits.
• Visit at least 10 to 15 customers per month to understand their concerns, gather feedback, and assess service quality.
• Conduct customer satisfaction surveys and identify areas for improvement in machine performance and service delivery.
• Provide remote and on-site technical support to resolve customer issues efficiently.
• Lead, guide, and monitor service engineers to ensure effective service delivery.
• Ensure proper gate pass documentation and required approvals before service engineers visit customer sites.
• Maintain service reports, complaint records, installation reports, and maintenance logs.
• Track customer complaints, service response times, and closure status.
• Coordinate with Sales, Projects, Design, Production, and R&D teams to resolve technical issues.
• Collect customer feedback and share recurring technical issues with the R&D team for product improvement.
• Develop troubleshooting guides, service manuals, and technical documentation.
• Ensure compliance with safe guidelines, company procedures, and customer-site requirements.
• Monitor service team performance and implement improvements to reduce machine downtime and enhance customer satisfaction.

Technical Skills

• Strong understanding of mechanical, electrical, pneumatic, and hydraulic systems.
• Knowledge of industrial machinery, automation, and dispensing systems.
• Familiarity with PLC systems such as Siemens, Allen-Bradley, or Mitsubishi is an advantage.
• Understanding of sensors, actuators, pumps, valves, and industrial control systems.
• Experience with robotics, fluid dispensing equipment, and machine commissioning is preferred.

Required Skills

• Strong leadership and team management abilities.
• Excellent troubleshooting and problem-solving skills.
• Good communication and customer relationship management skills.
• Effective planning, coordination, and organizational abilities.
• Ability to manage multiple service activities and prioritize critical breakdowns.
• Willingness to travel for customer visits and on-site service requirements.

Education & Experience

• 8 to 10 Years of experience in the service field and 5 years in managerial role.
• Bachelors degree in Mechanical, Electrical, Mechatronics, Electronics, or a related engineering field is preferred.
• Relevant experience in industrial machinery, automation, equipment servicing, or dispensing systems is desirable.
• Experience in managing service engineers, customer complaints, service schedules, and technical support operations is preferred.