COMPANY PROFILE
Shri Bhagwati Machines Pvt. Ltd., (SBMPL), Ajmer (Raj.)
(Bhagwati)
Infra Projects etc.
For more about company profile please visit: http://www.bhagwatimachines.com
Position Head (Service) – Centralized (Stone Division, Laser Division, Crane Division)
Experience – 15 to 25 Years
Qualification – Btech. (Mech) or any other relevant field
Annual Package – 14 Lacs to 24 Lacs p.a.
Location – Ajmer (Rajasthan)
The Head – Service is responsible for leading the after-sales service function for machines manufactured by the company. The role ensures high customer satisfaction through efficient installation, commissioning, preventive maintenance, breakdown service, AMC management, spare parts coordination, and service revenue growth while maintaining quality, safety, and cost control.
1. Service Operations Management
- Oversee installation, commissioning, and start-up of machines at customer sites.
- Ensure timely resolution of breakdowns and technical issues to minimize machine downtime.
- Develop and implement preventive and predictive maintenance programs.
- Standardize service procedures, checklists, and documentation.
2. Team Leadership & Development
- Lead, mentor, and manage service engineers,Managers. supervisors, and technicians.
- Plan manpower deployment, training, and skill upgradation.
- Set performance targets and conduct periodic performance reviews.
3. Customer Relationship Management
- Act as the senior point of contact for key customers and escalations.
- Ensure high levels of customer satisfaction and long-term service relationships.
- Handle critical complaints, root cause analysis, and corrective actions.
- Customer Experience: Act as the final escalation point for complex issues, ensuring timely resolution and fostering strong client relationships
4. AMC, Warranty & Service Revenue
- Manage Annual Maintenance Contracts (AMC), warranty claims, and service agreements.
- Drive service revenue through AMCs, spares sales, retrofits, and upgrades.
- Coordinate with sales team for service support in new machine sales.
5. Spare Parts & Inventory Coordination
- Coordinate with stores, purchase, and planning teams for availability of critical spares.
- Optimize spare parts inventory to reduce lead time and working capital.
- Support spare parts forecasting and pricing strategies.
6. Process Improvement & Reporting
- Monitor service KPIs such as response time, first-time fix rate, MTTR, and customer satisfaction.
- Prepare MIS reports for management review.
- Implement continuous improvement initiatives to enhance service efficiency and quality.
- Strategy & Operations: Develop and implement service policies, procedures, and strategies to improve satisfaction, retention, and efficiency.
7. Safety, Quality & Compliance
- Ensure compliance with safety standards, statutory regulations, and company policies at customer sites.
- Enforce quality standards and service best practices.
- Participate in audits and continuous improvement programs (ISO / QMS).
8. Inter departmental coordination
Technical Support & Quality Control
: Coordinate with manufacturing and engineering departments to address product defects, facilitate repairs or replacements, and provide technical expertise to resolve issues quickly and efficiently.
9. Manage budget
Budget and Resource Management
: Manage the service department's budget, control costs, and ensure efficient allocation of resources (manpower, spare parts, tools).- Manage budget by
planning, monitoring, and controlling their department's financial resources
to ensure alignment with overall organizational goals. This involves a systematic process of setting goals, tracking expenses, and making proactive adjustments.
10. Act as Head Service (Centralized)
- Central control of after-sales service
- Uniform service policies, SOPs, and standards
- Centralized spare parts planning & inventory
- Single point of escalation for customer complaints
- Monitoring service performance across all sites
- Cost control and optimization of service operations
- Training and deployment of service engineers centrally
- Define service processes for all locations
- Track service KPIs for all regions
- Allocate service manpower as per demand
11.Use a centralized service model:
- Consistent service quality
- Better cost control
- Faster decision-making
- Improved customer satisfaction
- Strong accountability
Skills & Competencies
- Strong technical knowledge of industrial machines and automation systems.
- Excellent leadership, communication, and customer-handling skills.
- Commercial understanding of service contracts, costing, and profitability.
- Strong analytical and problem-solving abilities.
- Willingness to travel extensively.
Key Performance Indicators (KPIs)
- Customer satisfaction index (CSI)
- Service response and resolution time
- Service revenue growth (AMC & spares)
- Machine uptime / downtime reduction
- Team productivity and service quality metrics
Preference
INTERESTED CAN CALL +91 7665634444 (HR)
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