Role Overview
Job Purpose
The Service Head will be responsible for leading the service function for SPM Industries, covering installation, commissioning, preventive and breakdown maintenance, and after-sales support of SPM machines and automation systems. The role requires strong Mechanical, Electrical, and Electronics expertise to ensure high service quality, customer satisfaction, and sustainable service revenue growth.
Key Responsibilities
Service Operations Management
- Lead end-to-end service operations including installation, commissioning, troubleshooting, preventive maintenance, and breakdown support for SPM machines.
- Ensure adherence to service SLAs, response times, and closure commitments.
- Develop and implement service SOPs, checklists, and workflows.
- Plan service schedules, manpower allocation, and site execution efficiently.
Technical Leadership (Mechanical, Electrical & Electronics)
- Provide technical guidance and root cause analysis for complex machine issues.
- Support troubleshooting related to:
Mechanical systems (fixtures, mechanisms, hydraulics, pneumatics, drives)
Electrical systems (panels, wiring, motors, VFDs, sensors)
Electronics & control systems (PLC, HMI, servo drives, vision systems, basic robotics)
- Review machine performance issues and implement corrective and preventive actions.
- Coordinate with design, automation, and manufacturing teams for technical escalations.
Team Leadership & Development
- Lead and mentor service engineers and technicians across mechanical, electrical, and electronics disciplines.
- Define KPIs, skill matrices, and training plans for the service team.
- Build a multi-skilled service team capable of handling integrated SPM systems.
Customer Relationship Management
- Act as the key escalation point for critical customers and service concerns.
- Conduct service review meetings and support key customer audits.
- Strengthen long-term customer relationships and service credibility.
Commercial & Service Growth
- Drive AMC contracts, renewals, and service-based revenue.
- Review and approve service quotations within delegated authority.
- Monitor service cost, margins, and profitability.
- Support sales and project teams during technical and service discussions.
Quality, Safety & Compliance
- Ensure service activities comply with company quality standards and safety norms.
- Promote safe working practices at customer sites.
- Ensure accurate service documentation, reports, and closure records.
Cross-Functional Coordination & Reporting
- Coordinate with projects, design, stores, and finance teams for spares planning and issue resolution.
- Track service KPIs and present MIS reports to management.
- Implement systems/tools for service tracking and continuous improvement.
Key Skills & Competencies
- Strong hands-on knowledge of Mechanical, Electrical & Electronics systems
- Expertise in servicing SPM machines and industrial automation
- Excellent troubleshooting and root-cause analysis skills
- Leadership, team management, and decision-making abilities
- Customer-centric mindset with commercial understanding
Qualification & Experience
- Bachelor’s degree in Engineering (Mechanical / Electrical / Electronics / Mechatronics)
- 15–20 years of experience in service operations for SPM or industrial machinery
- Minimum 10 years in a senior service leadership role
Key Performance Indicators (KPIs)
- Service response time & SLA adherence
- First-time fix rate & reduction in repeat failures
- Customer satisfaction & retention
- AMC and service revenue growth
- Team productivity and utilization
Pay: ₹1,000,000.00 - ₹1,500,000.00 per year
Benefits:
- Cell phone reimbursement
- Paid time off
- Provident Fund
Work Location: In person
