Service Manager (AMC Expert)

Kumar Equipment; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Kumar Equipment is seeking a capable AMC Operations & Service Manager to oversee end-to-end AMC activities for clients in the hospitality and commercial kitchen segment. The role emphasizes coordinating technicians, scheduling preventive maintenance, and ensuring timely resolution of service requests.

You will handle renewal tracking, billing support, and customer communications while driving service quality and AMC profitability for key accounts.

Qualifications

• Experience in AMC operations and after-sales service management.
• Preference for experience in commercial kitchen equipment or hospitality equipment service.
• Strong understanding of preventive maintenance, breakdown handling, and service scheduling.

Responsibilities

• Manage end-to-end AMC operations for existing and new customers.
• Plan preventive maintenance visits and monitor service efficiency.
• Coordinate with technicians, track service calls, and ensure timely closures.
• Maintain accurate AMC records, renewal trackers, and customer sign-offs.
• Support billing, invoicing, and renewal upsell opportunities.
• Prepare proposals, renewal quotes, and service scope documents.
• Coordinate with hotels, institutions, and corporates for service delivery.
• Ensure compliance with safety standards and company processes.

Skills

AMC operations

After-sales service

Preventive maintenance

Service scheduling

Customer escalation

Team management

Spare parts planning

Billing support

CRM/ERP

MS Excel

Education

Electrical

Mechanical

Refrigeration

HVAC

Engineering

Job description

Key Responsibilities

1. AMC Management & Renewal

• Manage end-to-end AMC operations for existing and new customers.
• Track AMC expiry dates and ensure timely renewal follow-ups.
• Prepare and review AMC proposals, renewal quotes, and service scope.
• Coordinate with customers for AMC negotiation, approval, and closure.
• Ensure AMC contracts are executed as per agreed terms, service frequency, and response timelines.
• Maintain customer-wise AMC records, schedules, service reports, and renewal trackers.

2. Service Operations Management

• Plan and monitor preventive maintenance visits as per AMC schedule.
• Ensure timely closure of breakdown complaints, service calls, and customer escalations.
• Allocate technicians and service engineers based on location, skill, urgency, and equipment type.
• Monitor daily service calls, pending complaints, repeat complaints, and service productivity.
• Ensure proper documentation of service reports, customer sign-offs, and pending work.
• Improve service response time and customer satisfaction.

3. Preventive Maintenance & Breakdown Control

• Ensure regular preventive maintenance of commercial kitchen, refrigeration, bakery, and imported equipment.
• Review recurring breakdowns and take corrective action to reduce repeated complaints.
• Identify root causes of major service issues and coordinate with technical/OEM teams for solutions.
• Ensure equipment performance checks, safety checks, cleaning, calibration, and parts inspection during PM visits.
• Monitor AMC service quality and ensure compliance with customer expectations.

4. Customer Coordination & Relationship Management

• Act as the key service contact for AMC customers.
• Coordinate with hotels, restaurants, institutions, corporates, project clients, and commercial kitchen users.
• Handle customer complaints, escalations, feedback, and service-related concerns.
• Conduct periodic customer review calls/meetings for service performance.
• Ensure professional communication and timely updates to customers.
• Build strong customer relationships to improve AMC retention and service revenue.

5. Technician & Team Management

• Lead, guide, and monitor the service technician team.
• Plan daily service schedules and site visits.
• Track technician attendance, site reporting, work completion, and discipline.
• Provide technical guidance for complex breakdowns and site issues.
• Ensure technicians follow safety standards, grooming, reporting, and company service process.
• Identify training needs and support skill development of technicians.

6. Spare Parts & Inventory Coordination

• Coordinate with stores, purchase, and import teams for spare parts availability.
• Track spare consumption for AMC and breakdown calls.
• Ensure critical spares are planned for high-value AMC customers and imported equipment.
• Avoid service delays due to non-availability of spare parts.
• Verify spare replacement requirements before customer approval or billing.
• Maintain records of spare parts used in service calls.

7. Service Revenue & Billing Support

• Support AMC billing, service billing, spare parts billing, and chargeable visit billing.
• Coordinate with accounts team for invoices, pending payments, and customer follow-ups where required.
• Identify opportunities for AMC conversion, AMC upgrades, paid service, spare sales, and refurbishment jobs.
• Monitor AMC profitability and service cost.
• Support management with revenue reports and pending billing status.

8. MIS, Reporting & Documentation

• Prepare AMC MIS, service call reports, pending complaint reports, technician productivity reports, and customer escalation reports.
• Maintain proper records of AMC contracts, service schedules, PM reports, customer feedback, and renewal status.
• Track KPIs such as service response time, complaint closure time, repeat complaints, AMC renewal percentage, and customer satisfaction.
• Submit periodic reports to Service Head / Management.
• Ensure audit-ready service documentation.

9. OEM / Imported Equipment Support

• Coordinate with OEMs and technical teams for troubleshooting of imported equipment.
• Support service team in handling commercial kitchen equipment from brands such as dishwashers, combi ovens, refrigeration, bakery, cooking, and hot equipment.
• Ensure OEM service guidelines are followed during maintenance and repair.
• Maintain technical documentation, manuals, and service history for imported equipment.

Required Skills & Competencies

• Strong knowledge of AMC operations and after-sales service management.
• Experience in commercial kitchen equipment / refrigeration / hospitality equipment service will be preferred.
• Good understanding of preventive maintenance, breakdown handling, service scheduling, and customer escalation management.
• Ability to manage technicians, service engineers, and site teams.
• Strong customer coordination and communication skills.
• Knowledge of spare parts planning and service inventory coordination.
• Good commercial understanding of AMC pricing, service billing, spare billing, and renewal follow-up.
• Ability to handle high-pressure service situations and urgent customer complaints.
• Strong follow-up, reporting, documentation, and ownership skills.
• Working knowledge of MS Excel, service trackers, CRM, ERP, or service management software.

Qualification

• Diploma / Degree in Electrical, Mechanical, Refrigeration, HVAC, Engineering, or related technical field.
• Graduate with strong service/AMC experience (from kitchen industry) may also be considered.
• Certification in refrigeration, electrical maintenance, commercial kitchen equipment, or service management will be an added advantage.