Area Service Manager

Area Service Manager ( SPECTRO BU ) – Eastern Region

Location: Kolkata

Department: Services

Reports To: Regional Service Manager

Job Purpose:

To lead and manage the technical service operations in the Eastern region of India, ensuring high-quality post-sales support, customer satisfaction, and revenue growth through service-related activities.

Key Responsibilities:

• Customer Support & Field Service

• Provide first and second-level technical support for SPECTRO products like ICP, XRF, ARC/SPARK Metal Analyzers etc.
• Handle on-site service activities including installation, preventive maintenance, repairs, upgrades, and training.
• Ensure timely resolution of customer issues and escalate complex problems to factory technical teams when needed.

• Team & Resource Management

• Supervise and support service engineers in the region.
• Ensure the team is equipped with necessary tools, documentation, and training.
• Maintain inventory of service tools and demo units.

• Service Sales & Revenue

• Identify and drive service sales opportunities such as annual maintenance contracts, Spare parts and consumables sales, calibrations, and upgrades.
• Collaborate with regional sales teams to support technical aspects of sales closures.
• Track service KPIs and ensure performance meets targets.

• Documentation & Reporting
• Maintain accurate service records in SFDC and customer interaction reports.
• Prepare monthly service performance reports for regional review.

Qualifications & Skills:

• Bachelor’s degree in Engineering (Electrical/Electronics/Instrumentation preferred).
• 12+ years of experience in technical service, preferably in Analytical Instrumentation systems.
• Strong troubleshooting skills using test equipment / Diagnostic SW etc.
• Excellent communication and customer handling skills.
• Proficiency in Microsoft Office and CRM tools like Sales Force.
• Ability to travel extensively within the region.