Senior Manager - Services & Maintenance

Coffee Day Global; Bengaluru; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Coffee Day Global in Bengaluru (Bangalore) seeks a Senior Manager Services & Maintenance to helm end-to-end service operations for commercial coffee vending machines. You will ensure high uptime, customer satisfaction, and operational excellence while leading regional field teams and coordinating with multiple internal departments.

The role requires 8-12 years of experience in service operations and a BE/B.Tech degree.

Qualifications

• BE/B.Tech in engineering is required.
• 8-12 years of experience in service/maintenance operations.
• Experience with vending equipment or HoReCa is a plus.
• Willingness to work from Bangalore and lead regional teams.

Responsibilities

• Lead end-to-end service operations for commercial coffee vending machines, ensuring high equipment uptime, customer satisfaction, and cost optimization.
• Manage Branch Service Managers, Supervisors, and Field Service Engineers.
• Drive SLA compliance, machine uptime, first-time fix rate, and customer satisfaction.
• Oversee refurbishment, machine pull-out, dispatch, asset lifecycle, and inventory control.
• Manage service documentation, warranty claims, invoicing, and audit compliance.
• Coordinate with Sales, Supply Chain, Procurement, Finance, Warehouse, and Logistics teams.
• Monitor service budgets, KPIs, MIS dashboards, and continuous process improvements.
• Handle key customer escalations and strengthen long-term client relationships.

Skills

Leadership

Operations management

After-sales service

Customer relationship management

Education

BE/B.Tech in Engineering

Tools

MIS dashboards

ERP systems

Job description

Senior Manager Services & Maintenance

Location: Bangalore

Reporting To: General Manager Service Operations

Experience: 8 - 12 Years

Qualification: B.E. / B.Tech

Role Summary

Lead end-to-end service operations for commercial coffee vending machines, ensuring high equipment uptime, customer satisfaction, operational excellence, cost optimization, and leadership of regional field service teams.

Key Responsibilities

• Lead after-sales service operations including installation, commissioning, preventive and breakdown maintenance.
• Manage Branch Service Managers, Supervisors, and Field Service Engineers.
• Drive SLA compliance, machine uptime, first-time fix rate, and customer satisfaction.
• Oversee refurbishment, machine pull-out, dispatch, asset lifecycle, and inventory control.
• Manage service documentation, warranty claims, invoicing, and audit compliance.
• Coordinate with Sales, Supply Chain, Procurement, Finance, Warehouse, and Logistics teams.
• Monitor service budgets, KPIs, MIS dashboards, and continuous process improvements.
• Handle key customer escalations and strengthen long-term client relationships.

Key Performance Indicators

Machine Uptime SLA Compliance First-Time Fix Rate Preventive Maintenance Compliance Turnaround Time Customer Satisfaction Asset Utilization Cost Optimization Team Productivity

Preferred Industries

Coffee Machines, Beverage Equipment, Vending Solutions, Commercial Kitchen Equipment, HoReCa, Hospitality, QSR, FMCG Equipment

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