Manager Service HO

Job Summary / Purpose of Position

Responsible for Service Manager

Role and Responsibilities

In charge for field service support in collaboration with the field managers, Service Business, warranty administration, Inventory planning for warranty to ensure the customer satisfaction, support for the Customer Service staff and operational assistance to Head of Customer Service.

Organization level:

1) Position :                                              Manager Service HO

2) The employee reports to :                 Head of Customer Service

Responsibilities/Duties:

Operational assistance to the Head of Customer Service.

Act as a strong link between Customer Service & Sales Department.

Ensure Customer Satisfaction to a very high level.

Ensuring Caring, developing and winning back of lasting customer relationships.

Ensure warranty recoveries thru the warranty team.

Generate ideas and implement them to generate the spares & service business viz AMC, FMC, Paid Jobs, component repairs, training etc.

Ensuring adequate inventory of common warranty failures

Help generate operation and maintenance costing for sales department.

Train company and Customer Service staff with Head of Customer Service, Service Managers.

Do the skill mapping of the field team and draw training plan accordingly.

Create failure analysis reports/ generate statistics for taking up with factories.

Assure technical support to Field and HO Service Team and the sales department

Ensure adherence to warranty policies including fitment of warranty parts, return of failed parts.

Ensure all the mandatory services, service checks are done in time by field team.

Planning of tools, software availability with all engineers.

Ensure all service records are up to date

Be a collaborative member between warranty team and finance for warranty claims

Monthly reporting to principal, LID finance, Service Head, Divisional Head etc.

Qualification and Education Requirements

Bachelor of Engineering (Mechanical/Mining) / Diploma in Mechanical Engineering

Experience

Should have 15-18 years of working experience on Earthmoving and mining equipment as Service/Sr. Service engineer/Asst Manager Service/Warranty Manager. Preferably Excavators, Wheel Loaders, Dozers etc.

Preferred Skills / Special Skills

Well conversant with hydraulic, electrical systems and engine systems.

Well conversant with Service Business viz FMC, AMC etc.

Working on ERP for warranty claim generation.

- Compensation at par with industry standards | Coporate Health Insurance & term life insurance.

 - Financial Stability | annual reviews | service awards & reward recognization | career progression

 - Join a dynamic and safety foucsed team

The company