Regional Service Manager

Thermax Limited; Ahmedabad District; On-site; INR 450,000 - 750,000; Full time

Job summary

Thermax Limited in India is seeking a field service professional to handle breakdowns, maintenance, and customer-facing service delivery. You will manage installation and commissioning of packaged boilers and heaters, ensuring safety norms and timely execution.

The role includes dealer support, technical guidance, and training responsibilities across regional service teams. You will lead installation projects, resolve escalated issues, and maintain thorough documentation.

Responsibilities

• Handle breakdown and maintenance complaints from customers.
• Ensure resolution of issues within defined timelines.
• Interact with customers to understand service requirements.
• Ensure high levels of customer satisfaction through timely support.
• Act as a technical advisor and trusted partner for customer concerns.
• Manage the installation and commissioning of packaged boilers, heaters, and related products.
• Ensure execution as per technical specifications and safety norms.
• Extend troubleshooting and technical assistance to dealer networks.
• Help resolve escalated issues at dealer level efficiently.
• Foster strong relationships with dealers to enhance service delivery.
• Offer site-level technical guidance for erection of heating equipment.
• Ensure proper installation procedures are followed to avoid delays or failures.
• Conduct training sessions for service engineers and dealer staff.
• Improve field knowledge on installation, maintenance, and safety protocols.
• Regularly update training content as per product and process changes.
• Review and process claims related to service issues.
• Coordinate with internal teams to resolve claims within committed timelines.
• Maintain proper documentation and communication throughout the claim cycle.
• Allocate tools and equipment for installation and commissioning.
• Ensure availability of resources as per project timelines.
• Track utilization and condition of critical service tools.
• Lead a team of service engineers in the assigned region.
• Define deliverables, assign responsibilities, and track progress.
• Provide continuous guidance, feedback, and performance support.
• Prepare and share monthly reports on regional service performance.
• Maintain records for analysis of breakdowns, installations, and complaints.
• Support strategic planning using MIS data and insights.
• Ensure the smooth execution of scheduled service jobs.
• Deliver Annual Service Contract commitments as per customer agreement.
• Provide field assistance for escalated issues or critical installations.

Job description

Handlebreakdown and maintenance complaints from customers.

Ensureresolution of issues within defined timelines.

CustomerRelationship Management

Interactwith customers to understand service requirements.

Ensurehigh levels of customer satisfaction through timely support.

Actas a technical advisor and trusted partner for customer concerns.

Managethe installation and commissioning of packaged boilers, heaters, and relatedproducts.

Ensureexecution as per technical specifications and safety norms.

DealerSupport & Management

Extendtroubleshooting and technical assistance to dealer networks.

Helpresolve escalated issues at dealer level efficiently.

Fosterstrong relationships with dealers to enhance service delivery.

TechnicalSupport for Erection Activities

Offersite-level technical guidance for erection of heating equipment.

Ensureproper installation procedures are followed to avoid delays or failures.

Training& Capability Development

Conducttraining sessions for service engineers and dealer staff.

Improvefield knowledge on installation, maintenance, and safety protocols.

Regularlyupdate training content as per product and process changes.

ClaimsManagement

Reviewand process claims related to service issues.

Coordinatewith internal teams to resolve claims within committed timelines.

Maintainproper documentation and communication throughout the claim cycle.

EquipmentAllocation & Resource Planning

Allocatetools and equipment for installation and commissioning.

Ensureavailability of resources as per project timelines.

Trackutilization and condition of critical service tools.

Leada team of service engineers in the assigned region.

Definedeliverables, assign responsibilities, and track progress.

Providecontinuous guidance, feedback, and performance support.

Reporting& MIS (Management Information System)

Prepareand share monthly reports on regional service performance.

Maintainrecords for analysis of breakdowns, installations, and complaints.

Supportstrategic planning using MIS data and insights.

Executionof Service Jobs & Annual Service Contracts (ASC)

Ensuresmooth execution of scheduled service jobs.

DeliverAnnual Service Contract commitments as per customer agreement.

Travel & Regional Support

Providefield assistance for escalated issues or critical installations.