Area Service Manager

Job Description

Job Title: Sr. Service Engineer Customer Support Experience Required: 4+ Years Location: Jammu, India Industry: Commercial Refrigeration / HVAC / Manufacturing Reports To: Regional Service Head / Service Manager About Western Refrigeration Pvt Ltd: Western Refrigeration Pvt Ltd, a pioneer in the Indian commercial refrigeration industry, was the first manufacturer of Visi-coolers in India. With a state-of-the-art Greenfield facility in Sanjan, Gujarat, it boasts the largest plant of its kind in South-East Asia, producing over 1,000 units per day. Today, Western has an annual capacity of 360,000 units and exports to 45 countries across Asia, the Indian Subcontinent, and Africa. As an innovator, Western was among the first to use Carbon Dioxide as a refrigerant and to develop solar-powered coolers. We also pioneered the manufacturing of dispensers and stainless steel equipment for the quick-service restaurant industry. Over the past decade, Western has grown at a CAGR of 30%, with 35% of sales coming from exports Job Summary: We are looking for an experienced and customer-focused Area Service Manager to oversee service operations, ensure exceptional customer support, and drive service retention in the Ahmedabad region. The ideal candidate will have a strong technical background in commercial refrigeration, proven leadership skills, and a track record of maintaining high customer satisfaction. Key Responsibilities: Manage and lead the regional service operations for commercial refrigeration products across Jammu and surrounding areas. Act as a key customer interface, ensuring quick resolution of service complaints and nurturing strong client relationships. Drive service retention initiatives, including AMC renewals, proactive service follow-ups, and customer satisfaction programs. Supervise and coordinate the field service team, assigning tasks and monitoring daily activities and performance. Ensure timely execution of installation, maintenance, and repair services by the service team. Review and analyze customer feedback, service KPIs, and prepare regular performance reports for management. Develop and implement strategies to improve service turnaround time, first-time fix rates, and customer loyalty. Maintain service documentation, ensure compliance with warranty policies, and support internal audits and reporting needs. Ensure adherence to safety, quality, and operational protocols across all service activities. Candidate Requirements: Diploma/Degree in Mechanical / Refrigeration / HVAC / Electrical Engineering. Minimum 46 years of experience in service management, preferably in commercial refrigeration or HVAC. Strong leadership and customer relationship management skills. Proven experience in handling AMC contracts, escalated service issues, and team coordination. Technical proficiency in refrigeration systems, compressors, controls, and diagnostics. Ability to analyze data, generate reports, and improve service processes. Good knowledge of MS Office, CRM, or field service management software. Willingness to travel across the region as required.