Service Support Manager
Location: Base Location in Santej with Pan-India Travel
Salary: 50,000/- to 60,000/-
Role Overview
The Manager — Service & Support will be the primary custodian of field operations for MilkoChill and Thermal Storage rapid bulk milk cooler products. The role demands end-to-end ownership of installation, commissioning, Annual Maintenance Contracts (AMC), and rapid field issue resolution — ensuring maximum product uptime and delivering measurable customer satisfaction across dairy cooperatives, private dairies, and collection centres.
This is a leadership-intensive role that requires the candidate to build, mentor, and manage a high-performance service team, establish a reliable last-mile service network, and institutionalise documentation and quality processes aligned with organisational standards.
Key Responsibilities
1. Installation & Commissioning
Lead and supervise end-to-end installation of MilkoChill and Thermal Storage rapid bulk milk coolers at customer sites.
Perform and oversee commissioning, functional testing, and performance validation of refrigeration systems, control panels, and associated equipment.
Ensure pre-installation site readiness checks (civil, electrical, plumbing) and coordinate with customers for timely completion.
Develop and maintain standardised installation checklists and commissioning protocols.
2. Annual Maintenance Contracts (AMC) & Preventive Maintenance
Plan, schedule, and execute AMC activities for the installed base of bulk milk coolers across assigned territories.
Design and implement Preventive Maintenance (PM) schedules to maximise equipment uptime and minimise unplanned breakdowns.
Monitor AMC renewals, escalate expiries proactively, and coordinate with the sales team for contract continuity.
3. Field Issue Resolution & Technical Support
Act as the escalation point for complex technical failures in refrigeration circuits (compressor, condenser, evaporator, expansion valves), control panels, and temperature management systems.
Ensure adherence to defined response time and resolution time for breakdowns and warranty issues.
Conduct root cause analysis (RCA) for recurring failures and implement corrective and preventive actions (CAPA).
Liaise with the product engineering team to provide field feedback for product improvement.
4. Team Management & Capability Building
Build, lead, and develop a skilled team of field service engineers and technicians across regions.
Define clear roles, responsibilities, and performance metrics (KPIs/KRAs) for team members.
Identify skill gaps and organise technical training programmes on refrigeration systems, control panel diagnostics, and product-specific servicing.
Recruit and onboard service personnel as business growth demands.
5. Local Service Network Development
Identify, onboard, and manage authorised service partners and local technicians in key geographies for last-mile installation and maintenance support.
Establish qualification criteria, training protocols, and quality benchmarks for channel service partners.
Regularly audit and evaluate the performance of the local service network; take corrective measures where needed.
Drive geographical expansion of the service network in line with product sales footprint.
6. Documentation, Reporting & Compliance
Establish, implement, and maintain standardised documentation including:
Installation & Testing Commissioning (ITC) Reports
Field Service Reports (FSR) and breakdown call records
Preventive Maintenance Checklists
AMC scope documents and renewal trackers
Spare parts consumption and inventory reports
Maintain accurate and up-to-date records of all service activities in the ERP system.
Prepare and present periodic MIS reports on service performance, uptime metrics, customer satisfaction indices, and team productivity.
7. Customer Relationship & Satisfaction
Serve as the primary technical interface for key accounts and dairy customers during and after installation.
Conduct periodic customer visits, health checks, and feedback sessions to ensure continued satisfaction.
Resolve customer complaints and escalations with urgency and professionalism.
8. Inventory & Spare Parts Management
Manage critical spare parts inventory for bulk milk coolers (compressors, solenoids, sensors, relays, valves, etc.) at service hubs.
Coordinate with the supply chain team for timely procurement and availability of spares at field locations.
Optimise spare parts consumption and track costs to support profitability of the service business.
Technical Competencies
Refrigeration Systems (Essential)
Deep knowledge of vapour compression refrigeration cycle — compressors, condensers, evaporators, expansion devices.
Hands-on experience in diagnosis and repair of refrigeration systems used in bulk milk coolers or equivalent cold chain equipment.
Familiarity with refrigerants (R404A, R134a, R22 or alternatives) — handling, charging, leak detection, and recovery.
Understanding of heat transfer principles and energy efficiency parameters in milk chilling applications.
Control Panels & Automation
Working knowledge of industrial control panels: wiring, PLCs, relays, contactors, timers, and SCADA/HMI-based systems.
Ability to read electrical schematics, single-line diagrams, and P&ID drawings.
Experience with temperature controllers, data loggers, alarms, and remote monitoring systems in milk coolers.
ERP & Digital Tools
Proficient in working with ERP systems for service order management, spare parts, AMC scheduling, and MIS reporting (e.g., SAP, Oracle, Microsoft Dynamics, or equivalent).
Comfortable with digital documentation, mobile service apps, and remote diagnostics tools.
Educational Qualifications & Experience
Diploma in Mechanical / Electrical Engineering (or equivalent discipline)
Minimum 5 years of relevant field service experience in refrigeration / cold chain / dairy equipment. B.E. / B.Tech in Mechanical / Electrical / Refrigeration & AC Engineering (or equivalent discipline)
Job Type: Full-time
Pay: ₹400,000.00 - ₹720,000.00 per year
Work Location: In person
