Job Description

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.

1. 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.

1. 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.

1. 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

1. 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.

1. 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.

1. 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.

1. 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.