Service Manager-Material handling Equipment

Intra Shiftix; Mumbai; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Intra Shiftix is seeking a seasoned Service Operations lead to manage daily operations for electric MHE, including installation, commissioning, PM and breakdown servicing. You will guide engineers, plan field visits and ensure timely completion with high service quality.

The role emphasizes fault diagnosis, RCA, OEM coordination, spare parts and after-sales revenue growth, with a focus on customer satisfaction across warehouses and plants.

Qualifications

• Strong knowledge of electrical, electronic, hydraulic and mechanical systems.
• Expertise in preventive maintenance, breakdown servicing, troubleshooting and Root Cause Analysis.
• Experience with spare parts, AMC management and warranty processes.

Responsibilities

• Manage daily service operations, including installation, commissioning, PM and breakdown servicing of electric MHE.
• Lead and monitor service engineers and technicians to ensure timely and quality service delivery.
• Allocate service calls, plan field visits and monitor job completion within agreed timelines.

Skills

Electrical systems

Preventive maintenance

Troubleshooting

Root cause analysis

Customer relationship management

MS Excel

ERP/Service software

Tools

CAN communication systems

BMS

Job description

Role & responsibilities

Key Responsibilities

1. Service Operations & Team Management

• Manage daily service operations, including installation, commissioning, preventive maintenance (PM) and breakdown servicing of electric MHE.
• Lead, guide and monitor service engineers and technicians to ensure timely and quality service delivery.
• Allocate service calls, plan field visits and monitor job completion within agreed timelines.
• Ensure preventive maintenance schedules are followed and equipment downtime is minimised.
• Monitor service performance, technician productivity, response time and customer satisfaction.
• Conduct technical training and provide guidance to service engineers for complex equipment failures.

2. Technical Troubleshooting & Repairs

• Diagnose and resolve complex electrical, electronic, hydraulic and mechanical faults in electric forklifts, reach trucks, pallet trucks, stackers and other MHE.
• Troubleshoot AC/DC motors, controllers, lithium-ion batteries, battery management systems (BMS), chargers, sensors, wiring harnesses, CAN communication systems and safety components.
• Interpret electrical wiring diagrams, hydraulic schematics, service manuals and diagnostic reports.
• Conduct Root Cause Analysis (RCA) for recurring breakdowns and implement corrective and preventive actions.
• Ensure service activities comply with manufacturer guidelines, safety standards and company procedures.
• Escalate critical technical issues to OEMs or technical support teams when required.

3. Customer Relationship Management

• Handle key customer accounts and maintain strong relationships with customers across warehouses, manufacturing plants and logistics facilities.
• Manage critical breakdown escalations and ensure timely resolution of customer complaints.
• Conduct customer visits to review equipment performance, service quality and maintenance requirements.
• Ensure high customer satisfaction through proactive communication and effective service support.
• Coordinate with customers for service approvals, equipment availability and closure of service requests.

4. Spare Parts, AMC & After-Sales Business

• Identify spare parts requirements using parts catalogues, EPC software and equipment service manuals.
• Coordinate with the spare parts and operations teams to ensure timely availability of required components.
• Promote Annual Maintenance Contracts (AMC), spare parts, repairs and other after-sales service solutions.
• Identify opportunities to generate service revenue and improve customer retention.
• Follow up on quotations, service proposals, AMC renewals and spare parts orders.
• Support the after-sales team in achieving service revenue and business development targets.

5. Reporting & Performance Monitoring

• Monitor service KPIs, including equipment uptime, first-time fix rate, response time, repeat breakdowns and customer satisfaction.
• Review service reports, maintenance records, equipment history and technician productivity.
• Prepare periodic service performance reports for management.
• Ensure proper documentation of breakdowns, preventive maintenance, warranty claims and corrective actions.
• Analyse recurring service issues and recommend improvements in processes, service quality and cost control.

6. Warranty & OEM Coordination

• Coordinate with OEMs and principals for technical support, warranty claims and complex equipment issues.
• Prepare warranty claim reports with technical findings, photographs and Root Cause Analysis.
• Ensure warranty procedures and documentation are completed within prescribed timelines.
• Stay updated on product developments, service bulletins and technical training requirements.

Candidate Profile

Experience

• 48 years of experience in servicing and managing service operations for Material Handling Equipment (MHE).
• Hands-on experience with electric forklifts, reach trucks, pallet trucks, stackers and other warehouse equipment.
• Prior experience leading service engineers, technicians or field service teams is preferred.
• Experience with brands such as STILL, HELI, Toyota, Jungheinrich, Linde, Crown, Yale, Doosan, Hyundai or equivalent MHE brands is preferred.

Technical Skills

• Strong knowledge of electrical, electronic, hydraulic and mechanical systems.
• Expertise in preventive maintenance, breakdown servicing, troubleshooting and Root Cause Analysis.
• Knowledge of motors, controllers, lithium-ion batteries, BMS, chargers, sensors and CAN communication systems.
• Ability to read electrical wiring diagrams, hydraulic schematics and technical manuals.
• Knowledge of spare parts identification, AMC management and warranty processes.

Managerial & Business Skills

• Service team leadership and field service planning.
• Customer relationship management and complaint resolution.
• Service KPI monitoring and performance reporting.
• Spare parts sales, AMC renewals and after-sales revenue generation.
• Strong communication, problem-solving and decision‑making skills.
• Proficiency in MS Excel and ERP/service management software.

What SHIFTIX Offers

• Opportunity to work with premium global MHE brands, including STILL and HELI.
• Career growth and performance‑based advancement.
• Technical training and exposure to advanced electric material handling equipment.
• Opportunity to lead service operations and contribute to after‑sales business growth.
• A dynamic work environment with opportunities to build customer relationships and technical expertise.

Preferred:

Candidates who can join immediately or within a short notice period.