Pan India Service Head

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

Job summary

The Manitowoc Company in Pune, India seeks a seasoned Service Operations Leader to manage global service activities for heavy equipment. You will oversee field service teams, optimize deployments, and drive service profitability while upholding safety and quality standards.

The role requires 10–15 years in industrial equipment, a service leadership track record, and strong B2B customer engagement. You will lead continuous improvement and cross-functional collaboration with engineering and parts

Qualifications

• Bachelor's degree in mechanical, electrical or mechatronics engineering requirement.
• 10–15 years of experience in industrial equipment or heavy machinery.
• Minimum 5 years in a service leadership role.
• Experience leading field service teams across multiple locations.
• Strong customer-facing experience in B2B environments.
• Maintenance and troubleshooting of industrial equipment.
• Experience with service operations management and warranty processes.

Responsibilities

• Lead and manage daily service operations across assigned territories.
• Ensure prompt responses to customer service requests and equipment breakdowns.
• Plan and optimize deployment of service engineers and technicians.
• Monitor service KPIs: response time, first-time fix rate, uptime, customer satisfaction.
• Ensure compliance with company service standards and procedures.
• Build and maintain strong relationships with customers; conduct regular visits.
• Manage customer escalations and coordinate reviews with key accounts.
• Provide technical leadership for complex equipment issues and diagnostics.
• Drive growth in service revenue and aftermarket activities; develop annual plans.

Skills

Service leadership

Field service management

B2B customer relations

Team leadership

Safety & compliance

Inventory coordination

Contract & warranty knowledge

Diagnostics & troubleshooting

ERP/CRM proficiency

Education

Mechanical Engineering

Electrical Engineering

Mechatronics

Tools

ERP/CRM systems

Job description

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.

2. 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.

3. 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.

4. 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

5. 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.

6. 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.

7. 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.

8. 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

• Bachelors 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.