Senior Manager – Service (SMT & Electronics Manufacturing Solutions)
Location: Pune
Department: Service & Customer Experience
Role Purpose
The Senior Manager – Service will be responsible for leading service operations in the assigned region, ensuring high-quality customer support, operational excellence, and strong service delivery across installation, commissioning, preventive maintenance, breakdown support, and customer satisfaction. The role will also focus on team management, OEM coordination, and driving service revenue through AMCs, spares, and modernization opportunities.
Key Responsibilities
1. Service Operations
- Lead end-to-end service delivery, including installation, commissioning, preventive maintenance, breakdown support, and machine audits.
- Ensure timely issue resolution while maintaining agreed service KPIs and SLAs.
- Improve machine uptime and reduce Mean Time to Repair (MTTR).
- Monitor service performance and implement continuous improvement initiatives.
2. Customer Relationship Management
- Build and maintain strong relationships with key customers across the region.
- Address customer escalations promptly and ensure high levels of customer satisfaction.
- Conduct regular customer visits and participate in service review meetings.
- Support AMC renewals and identify opportunities for service upgrades and modernization.
3. Team Leadership
- Lead, mentor, and develop a team of Service Engineers.
- Allocate resources effectively to ensure timely customer support.
- Identify training needs and support technical skill development and certifications.
- Monitor individual and team performance against defined KPIs.
4. OEM Coordination
- Coordinate with Fuji and other OEM partners for technical support, training, and escalations.
- Ensure adoption of OEM service standards and best practices.
- Support implementation of new technologies and service enhancements.
5. Service Business Growth
- Drive service revenue through Annual Maintenance Contracts (AMCs), spare parts sales, upgrades, and refurbishment opportunities.
- Support cost optimization while maintaining high service quality.
- Track service performance, revenue, and customer satisfaction metrics.
6. Process & Compliance
- Ensure accurate service documentation, reporting, and ticket closure.
- Follow company SOPs, EHS guidelines, and quality standards.
- Support ERP/CRM updates, service dashboards, and performance reporting.
Technical Scope
- Strong knowledge of SMT manufacturing environments.
- Hands-on experience with Fuji SMT platforms (NXTR, NXT Series), feeders, placement heads, vision systems, and process optimization.
- Exposure to other SMT equipment such as ASM, Panasonic, Yamaha, or similar platforms is preferred.
- Good understanding of preventive maintenance, troubleshooting, and electronics manufacturing processes.
Qualification & Experience
- BE/B.Tech/Diploma in Electronics, Electrical, Mechatronics, or a related field.
- 10–15 years of experience in SMT Service, Electronics Manufacturing, or OEM service operations.
- Minimum 4–6 years of experience in a team leadership or managerial role.
- Experience in customer handling, service operations, OEM coordination, and team management.
Leadership Competencies
- Strong customer-centric approach.
- Excellent problem-solving and decision-making skills.
- Good leadership and people management capabilities.
- Strong communication and stakeholder management skills.
- Results-oriented with a focus on operational excellence.
- Ability to work in a fast-paced and customer-driven environment.
Pay: ₹1,500,000.00 - ₹2,000,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
