Assistant Manager – Service (Food & Pharma)

BioTalent Search®; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading recruitment firm is assisting in hiring an Assistant Manager – Service to oversee after-sales service operations and provide technical support to clients in the Food & Pharma industry. Responsibilities include handling customer claims and complaints, leading the service team, and providing technical assistance. The ideal candidate will have 5-7 years of experience and strong troubleshooting skills. This role is located in Pune, India.

Qualifications

• 5–7 years of experience in after-sales service operations.
• Experience in the Food & Pharma sector.

Responsibilities

• Provide aftersales service & technical support to customers.
• Lead and supervise internal service engineers.
• Handle customer complaints and service requests.
• Provide online technical support through calls.

Skills

Technical skills to repair and install components

Troubleshooting & problem‑solving ability

Job description

We are supporting our reputed client in hiring an Assistant Manager – Service to lead after‑sales service operations and provide technical support to customers in the Food & Pharma sector.

Location: Pune

Experience: 5–7 Years

Role Purpose

Providing aftersales service & technical support to customers. Service team lead.

Responsibilities & Key Result Areas

A. Customer claims handling – In-House Product Servicing (Warranty claims & service requests)

• To acknowledge & reply to customer complaints & service requests.
• To inspect received component for service & send initial inspection report to customer.
• To plan repair actions & recommend required spare parts.
• In case of warranty claims, to seek approval for FOC order processing of required spare parts.
• To provide list of required spare parts to internal sales team for service request enquiries.
• To co‑ordinate with sales team for creating sales orders (FOC / Chargeable).
• To repair received product following standard assembly procedure and carry out testing / trial (at customer end) & seek customer feedback.
• To co‑ordinate with logistic department for dispatch of repaired product.

B. Customer complaint handling – Product service at site (Warranty claims & service requests)

• To acknowledge & reply customer complaints & service requests.
• To decide & plan service visit with intimation to customer.
• To plan repair actions at site & recommend required spare parts.
• In case of warranty claims, to seek approval for FOC order processing of required spare parts.
• To provide list of required spare parts to internal sales team for service request enquiries.
• To co‑ordinate with sales team for creating sales orders (FOC / Chargeable).
• To intimate logistic department for dispatch of spares.
• To visit customer for repair of product.
• To repair product at site following standard assembly procedure and carry out testing / trial & seek customer feedback.

C. Online Technical Support to Customers

• To provide technical support through video call or voice call.
• To extend support for installation and servicing.

D. Update claim information in ERP

• To take care of all activities related to opening a ticket to its closure through communications & ERP.
• To extend technical support for installation of newly supplied products by visiting customer site or virtually.

F. Product Demonstration

• Lead and supervise internal service engineer and service personnel deployed through regional distributors.
• Assign service jobs based on technical capability, location, and urgency.
• Monitor execution of service activities to ensure compliance with company standards and SOPs.
• Support training and skill development of distributor service engineers.
• Conduct periodic reviews with distributor service teams.
• Consolidate service data and submit reports to management.

H. Any other responsibilities related to service support & spares business aspects.

Knowledge & Skills Required

• Technical skills to repair and install components like pumps, valves, mixers, etc.
• Troubleshooting & problem‑solving ability.