Service & Hardware Support Specialist

Coates Group; Silvassa; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Annual market-competitive bonus program

Flexible work options

Opportunities for rapid career advancement

Job summary

Coates Group is seeking a Post‑Sales Service Manager to optimize service operations across India. The role focuses on delivering effective customer support, building scalable service capabilities, and improving service outcomes.

The ideal candidate will have a strong technical background, experience in post-sales service delivery, and excellent communication skills. Benefits include competitive bonuses and flexible work options.

Qualifications

• Demonstrated technical knowledge of electrical and electronic equipment.
• Experience in post-sales service delivery and customer support.
• Strong planning, coordination, and critical thinking skills.
• Proficiency in Microsoft Excel and operational reporting.
• Strong communication skills in English and local language(s).

Responsibilities

• Develop scalable post-sales service capability across India.
• Coordinate service activities and manage customer support.
• Deliver service outcomes within agreed turnaround times.
• Drive additional revenue opportunities through service offerings.

Skills

Technical knowledge of electrical and electronic equipment

Post-sales service delivery

Planning and coordinating

Communication skills in English

Tools

Microsoft Excel

Salesforce

Job description

We are a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences through our range of digital hardware and proprietary content management system. We are looking for a Post‑Sales Service Manager who will lead and optimise service operations across India, delivering effective customer support, building scalable service capability and enabling high‑quality service outcomes.

Key Responsibilities For The Role

Service Network & Capability

• Develop and maintain a scalable post‑sales service capability across India to support customer demand and enable consistent service delivery.
• Establish and expand local service support networks across key states and locations in line with business requirements.
• Develop and implement support standards and processes to improve service effectiveness and customer experience.
• Deliver training and capability development initiatives across the service support network and service teams.

Service Delivery & Operational Excellence

• Coordinate, manage and attend service activities and customer support requirements as needed.
• Deliver service outcomes within agreed turnaround times (TAT) and customer commitments.
• Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking.
• Monitor service performance and support continuous improvement initiatives.

Service Commercial Performance

• Develop and implement Annual Maintenance Contract (AMC) models for the India market.
• Support forecasting and revenue projections associated with service offerings.
• Identify and drive additional revenue opportunities through out‑of‑warranty component sales and services.

Customer & Stakeholder Management

• Build trusted partnerships with customer project teams and internal stakeholders.
• Partner with production teams to support ongoing availability of replacement components.
• Drive positive customer outcomes and contribute to strong customer satisfaction and QBR results.

Qualifications And Experience

• Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery.
• Experience supporting post‑sales service delivery, troubleshooting and customer support activities within a technical or operational environment.
• Strong capability in planning, coordinating and executing multiple workstreams, with sound problem‑solving and critical thinking skills.
• Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes.
• Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable.
• Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous.
• Demonstrated ability to build effective working relationships across customers, suppliers and cross‑functional internal teams.

Benefits

• Annual market‑competitive bonus program.
• Thrive Program with flexible work options, virtual wellness sessions, a Global Wellness paid day off and a Give Back Day.
• Opportunities for rapid career advancement.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).