Pan India Service Head

The Manitowoc Company; Maharashtra; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

The Manitowoc Company in Maharashtra, India, is seeking an experienced Lead Service Operations Manager to oversee field service across assigned territories and ensure prompt responses to customer requests and equipment breakdowns.

You will plan deployments of service engineers, monitor KPIs such as response time and first-time fix rate, and lead continuous improvement initiatives while maintaining safety and quality standards.

Qualifications

• 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.

Responsibilities

• 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.
• 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 commissioning and major project installations when required.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Service leadership

Field service management

Customer relationship

Team coordination

Education

Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related

Tools

ERP/CRM systems

Job description

• 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.
• 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.
• 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.
• 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
• 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.
• 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.
• 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.
• 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 Responsibilities

JOB DESCRIPTION

• 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.
• 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.
• 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.
• 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
• 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.
• 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.
• 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.
• 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.