Service Manager

*Job Title:* Service Manager Automation Industry

*Department:* Service & Project

*Location:* Mumbai & Pune

*Reports To:* Director

*Job Summary:*

The Service Manager is responsible for overseeing after-sales service operations, ensuring timely and efficient maintenance, troubleshooting, and customer support for automation systems. The role involves managing a team of service engineers, improving service quality, and maintaining customer satisfaction while optimizing costs.

*Key Responsibilities:*

*1. Service Operations & Customer Support:*

- Manage and oversee installation, commissioning, troubleshooting, and maintenance of automation systems such as PLCs, HMIs, SCADA, Drives and Servo.

- Ensure timely resolution of customer complaints and technical issues, maintaining high customer satisfaction.

- Develop service strategies to enhance efficiency and reduce downtime.

- Maintain service records and reports, tracking performance and issue resolution.

*2. Team Management & Training:*

- Lead, mentor, and manage a team of service engineers and technicians.

- Conduct technical training programs for both internal teams and clients.

- Evaluate service team performance and implement skill improvement plans.

*3. Process & Quality Improvement:*

- Develop and implement best practices for service operations.

- Monitor KPIs such as response time, first-time fix rate, and customer feedback scores.

- Ensure compliance with safety, quality, and industry standards.

*4. Customer Relationship Management:*

- Build and maintain strong relationships with clients, providing technical guidance and post-sales support.

- Conduct periodic service audits and customer feedback sessions to improve service levels.

- Handle escalations and negotiate service contracts and AMCs (Annual Maintenance Contracts).

*5. Collaboration with Other Departments:*

- Work closely with the sales, operations, and engineering teams to ensure seamless service delivery.

- Provide technical inputs for new product developments and upgrades.

*Qualifications & Skills:*

*Educational Requirements:*

- Bachelors Degree / Diploma in Electrical, Electronics, or Automation Engineering.

*Experience:*

- 3-5 years of experience in service management, technical support, or maintenance in the automation industry.

- Hands-on experience with PLC, SCADA, HMI, Servo, Drives, and industrial automation systems.

*Technical Skills:*

- Strong knowledge of industrial automation, electrical systems, and troubleshooting methodologies.

- Familiarity with brands like Fuji, Siemens, Allen-Bradley, Mitsubishi, Schneider, ABB, Fanuc, etc.

- Understanding of IoT, Industry 4.0, and remote monitoring solutions.

*Soft Skills:*

- Strong leadership and team management abilities.

- Excellent problem-solving and decision-making skills.

- Strong communication and customer relationship management skills.

- Ability to handle pressure and multitask effectively.

*Key Performance Indicators (KPIs):*

- Customer Satisfaction Score (CSAT)

- Service Response Time & Resolution Time

- First-Time Fix Rate (FTFR)

- Revenue from AMCs & Spare Parts Sales

- Team Productivity & Training Completion

*Employment Type:* Full-Time

*Salary:*3.60-6.00 LPA

*Benefits:* Medical Insurance, Travel Allowances, Performance Bonuses.