Regional Aftermarket Manager (Chennai)

Milacron; Chennai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Milacron in India seeks a Regional AM Manager to lead the domestic customer support for injection moulding machines. You will drive end-to-end service delivery, guide the support team, and ensure machine uptime while expanding aftermarket revenue.

Regular site visits and collaboration across service, sales, engineering, and manufacturing will be essential. You will manage installation, troubleshooting, mould trials, and spare-parts support, with a focus on strengthening customer relationships

Qualifications

• Extensive experience leading service teams and delivering revenue targets.
• Strong knowledge of injection moulding machines and installation.
• Experience in troubleshooting, mould trials and aftermarket support.
• Proven ability to drive service revenue and customer satisfaction.

Responsibilities

• Lead the Customer Support Team for injection moulding machines in the domestic market.
• Provide end-to-end customer support including installation, breakdown calls, troubleshooting and spare-parts support.
• Ensure timely communication for installation activities and site-readiness.
• Support mould trials and commissioning at customer sites.
• Visit customers regularly to maintain liaison and support repeat business.
• Plan and achieve service revenue and aftermarket sales targets in the domestic market.
• Coordinate collections for spare parts payments and identify service opportunities.
• Gather product performance data and implement corrective actions.
• Collaborate with service, sales, engineering, production and other internal teams.
• Prepare service data, MIS reports, and maintain ERP data accuracy.

Skills

Injection moulding knowledge

Customer support

ERP systems

MIS reporting

Leadership

Cross-functional coordination

Analytical thinking

Education

Bachelor of Engineering / Technology in Electronics & Instrumentation / Electrical / Mechanical Engineering

Diploma in Electronics / Electrical / Mechanical / Mechatronics Engineering

Tools

ERP software

MIS reporting tools

Job description

ROLE PURPOSE

The Regional AM Manager leads customer support for injection moulding machines in the domestic market. The role is responsible for maintaining machine performance and uptime, delivering end-to-end customer support, strengthening customer relationships, and generating aftermarket business to achieve assigned service and sales revenue targets.

KEY RESPONSIBILITIES

Customer Support & Service Delivery

• Lead the Customer Support Team for injection moulding machines in the domestic market.
• Provide end-to-end customer support covering machine installation, breakdown calls, technical troubleshooting, spare-parts support, operator training and processing-related issues.
• Ensure timely customer communication for machine installation activities and site-readiness requirements.
• Support customers with mould trials, both in-house and at customer sites, to enable machine shipment and successful commissioning.
• Visit customers regularly to maintain strong liaison, address service needs and support repeat business.

Revenue, Collections & Aftermarket Growth

• Plan and achieve territorial service revenue and aftermarket sales revenue targets in the domestic market.
• Generate aftermarket business through service opportunities, spare-parts requirements and customer support interventions.
• Coordinate and follow up for collection of outstanding payments related to spare parts.
• Identify customer requirements and service opportunities that can strengthen long-term aftermarket revenue.

Technical Improvement & Product Feedback

• Gather structured information on product performance and recurring machine issues.
• Develop and implement corrective and preventive actions for machine-related concerns, and support deployment of actions across applicable machines.
• Coordinate with internal departments to resolve recurring issues in existing machines and provide recommendations for modifications or customisation.
• Visit mould vendors as required for validation activities.

Market Intelligence & Cross-functional Coordination

• Conduct competitor analysis and share relevant insights to support future business and service strategy.
• Manage key international customers for product troubleshooting or support requirements, where assigned.
• Collaborate with service, sales, engineering, manufacturing and other internal teams to ensure timely resolution of customer concerns.

Reporting & Governance

• Prepare service data, management information reports and required operational records.
• Ensure accurate and timely data entry in the ERP system.
• Maintain visibility of customer issues, corrective actions, revenue opportunities and pending follow-ups.

SUCCESS METRICS / KPIS

• Revenue & Customer Outcomes
  • Service revenue vs. target
  • Aftermarket sales revenue vs. target
  • Outstanding spare-parts payment collection
  • Repeat customer and retention outcomes
• Service & Technical Delivery
  • Machine uptime and breakdown resolution
  • Installation and site-readiness effectiveness
  • Closure of corrective / preventive actions
  • Customer issue resolution and escalation closure
• Operational Discipline
  • Accuracy and timeliness of ERP / MIS data
  • On-time reporting and follow-up closure
  • Customer visit and coverage discipline
  • Cross-functional action closure

KEY SKILL REQUIREMENTS

• Technical & Service
  • Strong knowledge of injection moulding machines, installation, troubleshooting and breakdown support
  • Understanding of mould trials, processing issues, preventive actions and spare-parts support
  • Ability to translate recurring field issues into practical technical improvement actions
• Commercial & Customer
  • Service revenue planning and aftermarket business development
  • Customer relationship management, escalation handling and payment follow-up
  • Ability to identify service-led sales opportunities and support repeat business
• Analytics & Governance
  • Competitor and product-performance analysis
  • Proficiency in MIS reporting, ERP data entry and follow-up tracking
  • Structured approach to corrective / preventive action governance
• Leadership & Behavioural
  • Team leadership and cross-functional coordination
  • Customer-first mindset with ownership and urgency
  • Strong communication, problem-solving and stakeholder-management skills

EXPERIENCE PROFILE

• 15 years of relevant experience in service management, customer support or aftermarket operations for industrial equipment / capital goods.
• Bachelor of Engineering / Technology in Electronics & Instrumentation, Electrical or Mechanical Engineering; or Diploma in Electronics, Electrical & Communication, Mechanical or Mechatronics Engineering.
• Demonstrated experience in leading service teams, managing customer escalations and delivering revenue targets.
• Experience in injection moulding machinery, machine installation, troubleshooting, mould trials and aftermarket support is preferred.
• Working knowledge of ERP systems, MIS reporting and cross-functional service governance.