General Manager Service

Role & responsibilities

Strategic Leadership

• Develop and execute service strategies aligned with business goals
• Drive service excellence and customer retention through proactive initiatives
• Lead digital transformation and automation in service processes

Operational Management

• Oversee installation, commissioning, preventive maintenance, and breakdown services
• Ensure timely resolution of customer complaints and technical issues
• Optimize spare parts inventory and logistics for service efficiency
• Implement and monitor KPIs for service teams across regions

Team Development

• Build, mentor, and manage a high-performing service team
• Conduct regular training programs for technicians and engineers
• Foster a culture of accountability, safety, and continuous improvement

Customer Engagement

• Maintain strong relationships with key clients and channel partners
• Conduct periodic service audits and customer satisfaction surveys
• Collaborate with sales and product teams to enhance service offerings

Financial Oversight

• Prepare and manage service budgets, forecasts, and cost controls
• Drive profitability through service contracts, AMCs, and refurbishments
• Monitor warranty claims and ensure cost-effective resolutions

Preferred candidate profile

Experience

15 to 18 years in service operations, with at least 5 years in a leadership role

Industry

Industrial cleaning equipment, machinery, or capital goods

Skills

Strategic planning, team leadership, customer service, technical troubleshooting, ERP/CRM systems

Attributes

Strong communicator, analytical thinker, customer-centric, results-driven

Preferred Certifications

• Six Sigma / Lean Management
• ISO Quality Systems
• Safety & Compliance Training