Job Responsibilities:
1. Service Operations Management
- Lead and manage daily service operations across assigned territories.
- Ensure prompt response to customer service requests and equipment breakdowns.
- Plan and optimize deployment of service engineers and technicians.
- Monitor service KPIs including response time, first-time fix rate, equipment uptime, and customer satisfaction.
- Ensure compliance with company service standards and procedures.
2. Customer Relationship Management
- Build and maintain strong relationships with customers.
- Conduct regular customer visits to understand operational challenges and service requirements.
- Manage customer escalations and ensure timely resolution of critical issues.
- Support key account service reviews and performance discussions.
3. Technical Support & Troubleshooting
- Provide technical leadership for complex equipment issues.
- Assist service teams with diagnostics, root cause analysis, and corrective actions.
- Coordinate with factory engineering teams on product quality concerns and technical improvements.
- Support commissioning and major project installations when required.
4. Service Revenue & Business Development
- Drive growth in service revenue, maintenance contracts, inspections, upgrades, and refurbishment activities.
- Develop annual service business plans and budgets.
- Identify opportunities for cross-selling parts, services, and modernization solutions.
- Monitor service profitability and cost control.
- Collection responsibilities
5. Warranty & Quality Management
- Ensure proper warranty claim administration and recovery.
- Monitor recurring equipment failures and implement preventive actions.
- Analyze service trends and identify improvement opportunities.
- Maintain accurate service documentation and records.
6. Team Leadership & Development
- Recruit, coach, and develop service personnel.
- Establish performance goals and monitor team effectiveness.
- Conduct technical and safety training programs.
- Promote a culture of accountability, customer focus, and continuous improvement.
7. Health, Safety & Compliance
- Ensure compliance with all company safety policies and local regulations.
- Conduct field safety audits and risk assessments.
- Promote safe work practices and incident prevention.
- Ensure service activities comply with environmental and quality standards.
8. Parts & Inventory Coordination
- Work closely with the parts team to ensure parts availability.
- Monitor inventory levels for critical service components.
- Support forecasting and planning for spare parts demand.
Job Requirement
- Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related discipline.
- 10-15 years of experience in industrial equipment, cranes, construction equipment, heavy machinery, or manufacturing industries.
- Minimum 5 years in a service leadership role.
- Experience managing field service teams across multiple locations.
- Strong customer-facing experience in B2B environments.
- Maintenance and troubleshooting of industrial or heavy equipment.
- Service operations management.
- Warranty processes and technical diagnostics.
- Service contracts and aftermarket business management.
- ERP/CRM systems and service management software.