Job Summary
The Service Manager is responsible for managing the company's service operations, ensuring timely installation, commissioning, preventive maintenance, breakdown support, AMC execution, and customer satisfaction for all projects and service contracts. The role involves leading the service team, improving operational efficiency, ensuring compliance with safety standards, and achieving service revenue and customer satisfaction targets.
Key Responsibilities1. Service Operations
- Manage day-to-day service activities across all customer sites.
- Ensure timely execution of installation, commissioning, breakdown, and preventive maintenance services.
- Plan and allocate service engineers based on priorities and customer requirements.
- Monitor completion of service calls within defined TAT (Turnaround Time).
- Ensure proper documentation of service reports and job completion records.
2. Team Management
- Lead, mentor, and monitor the performance of Service Engineers and Coordinators.
- Conduct daily service review meetings.
- Ensure manpower availability for emergency breakdowns.
- Identify training needs and enhance technical competencies of the team.
- Evaluate team performance through KPIs.
3. AMC & Customer Support
- Ensure smooth execution of Annual Maintenance Contracts (AMC).
- Monitor AMC renewals and coordinate with the Sales team.
- Resolve customer complaints and escalations promptly.
- Build long-term customer relationships by providing excellent after-sales support.
4. Technical Support
- Provide technical guidance for STP, WTP, ETP, UF, RO, and other water & wastewater treatment systems.
- Assist in troubleshooting complex technical issues.
- Coordinate with OEMs and vendors for technical support and spare parts.
5. Planning & Coordination
- Coordinate with Sales, Projects, Stores, Purchase, and Accounts departments.
- Ensure availability of spare parts before site visits.
- Prepare service schedules and manpower deployment plans.
- Track pending service requests and ensure closure.
6. Reporting & Documentation
- Maintain service MIS reports.
- Submit daily, weekly, and monthly service performance reports.
- Maintain service history for all customers.
- Ensure accurate documentation of warranty and AMC records.
7. Compliance & Safety
- Ensure all service activities comply with company SOPs and safety standards.
- Conduct safety briefings before site work.
- Ensure proper usage of PPE and safety equipment.
- Promote a culture of quality and safety.
8. Service Revenue
- Support AMC renewals and service contract generation.
- Identify opportunities for spare parts sales, upgrades, and value-added services.
- Monitor service profitability and cost control.
Key Performance Indicators (KPIs)
- Service Call Closure within TAT
- Breakdown Response Time
- First-Time Fix Rate
- Customer Satisfaction Score (CSAT)
- AMC Renewal Percentage
- Preventive Maintenance Completion Rate
- Service Revenue Achievement
- Repeat Complaint Reduction
- Spare Parts Utilization Efficiency
- Team Productivity
- Documentation Accuracy
- Safety Compliance (Zero Safety Violations)
Required Qualifications
- Bachelor's Degree/Diploma in Mechanical, Electrical, Environmental, Chemical Engineering, or related field.
- Additional certifications in Water Treatment Systems will be an advantage.
Experience
- 8–12 years of experience in Service Operations.
- Minimum 3–5 years in a managerial role.
- Experience in STP, WTP, ETP, RO, UF, Water & Wastewater Treatment Systems is preferred.
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Application Question(s):
- In case shortlisted, are you ready to join immediately?
Experience:
- Service Manager: 5 years (Required)
Location:
- Virar, Mumbai, Maharashtra (Required)
Work Location: In person
