Service Manager- North & East (Team Handling Role)

Anton Paar GmbH; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Global exposure

On-site role in Gurugram

Professional development opportunities

Job summary

Anton Paar India is hiring a Head of Field Service to lead and optimize service operations across India. You will mentor a team of field technicians, manage escalations, and ensure delivery of high-quality customer service aligned with corporate standards.

You will drive process improvements, oversee CRM data and repair statistics, coordinate express service, and participate in recruitment. The role requires strong leadership, communication, and willingness to travel across India.

Qualifications

• Strong verbal and written communication abilities with diverse stakeholders.
• Proven leadership and people-management experience.
• Customer-centric mindset with focus on service excellence.
• Excellent interpersonal and problem-solving skills.
• Structured, solution-oriented approach to work.

Responsibilities

• Support achievement of service targets and revenue through optimized field service.
• Drive process improvements to enhance efficiency and service delivery outcomes.
• Lead, mentor, and manage a team of Field Service professionals.
• Coordinate workload and monitor performance and scheduling.
• Participate in recruitment and hiring processes.

Skills

Strong communication

Leadership

Customer focus

Interpersonal skills

Organizational skills

Willingness to travel

Job description

• Full-time

Company Description

Anton Paar develops, produces and distributes highly accurate laboratory instruments and process measuring systems, and provides custom-tailored automation and robotic solutions. It is the world leader in the measurement of density, concentration and CO2and in the field of rheometry.

At Anton Paar India, we are responsible for the distribution process, including sales, service, customer and application support, and logistics.

• Support achievement of annual service contract revenue targets.
• Drive process improvements to enhance efficiency and service delivery outcomes.
• Lead, mentor, and manage a team of Field Service
• Allocate work, ensure balanced workload distribution, and monitor performance.
• Conduct performance evaluations and support employee development initiatives.
• Participate in recruitment and hiring processes.

Customer Service & Experience

• Act as the first point of contact for customer concerns, complaints, and service requests.
• Manage and resolve escalated customer issues effectively.
• Ensure high levels of customer satisfaction in line with corporate service standards.
• Conduct regular customer visits and audits with service team members.

Operational Excellence

• Oversee service operations, ensuring timely execution and adherence to quality standards.
• Monitor CRM activities, ensuring data accuracy and efficient processing timelines.
• Maintain operational records, including repair data, maintenance statistics, and service reports.
• Coordinate express and critical service operations as required.

Technical & Process Oversight

• Serve as the primary technical escalation point for the team.
• Guide team members through troubleshooting and technical problem-solving.
• Identify product issues and communicate trends or weaknesses to relevant teams.
• Make decisions related to warranties, goodwill adjustments, discounts, and service exceptions.

Training & Development

• Ensure continuous skill development of field staff through training and evaluations.
• Organize regular team meetings and knowledge-sharing sessions.
• Promote a culture of continuous improvement and learning

Qualifications

Required Skills and Abilities:

• Strong verbal and written communication skills with the ability to engage diverse stakeholders.
• Excellent interpersonal, problem-solving, and organizational abilities.
• Strong leadership skills with a proven ability to manage and motivate teams.
• Customer-focused approach with a commitment to service excellence.
• Ability to work in a structured, solution-oriented manner.
• Willingness to travel extensively across India as per business requirements

Additional Information

• Innovation & Excellence: Work at the forefront of technology, innovation and technical excellence.
• Culture of Trust & Ownership: An empowering environment that values collaboration, accountability and individual contribution.
• Learning & Development: Strong onboarding, continuous learning and opportunities for professional and personal growth.
• Global Exposure: Collaborate with international teams and gain exposure to global expertise, standards and best practices.
• A Global Career: Be part of a growing, globally respected high-technology organization with long-term career opportunities.
• Meaningful Impact: Make a difference through innovative solutions that create value for customers and industries worldwide.