Manager - Aftersales (Service)

Role & responsibilities

• Build the Aftersales Service Organisation:

  Establish and lead a responsive field-service function for the complete installed compressor base, with clear structure, capability, processes and accountability.

• Develop Independent Remote-Site Capability:

  Build technicians and service engineers who can safely diagnose faults, take sound technical decisions, manage customers and complete assignments at remote sites with minimal supervision.

• Own Installation, Commissioning and Field Support:

  Plan and execute installation support, commissioning, start-up assistance, warranty visits, breakdown service and site acceptance activities in coordination with Projects, Engineering and customers.

• Drive Compressor Uptime and Reliability:

  Set availability targets, monitor MTBF and MTTR, improve preventive-maintenance compliance, conduct condition and lube-oil analysis and lead root-cause elimination for recurring failures.

• Manage Preventive Maintenance and Service Contracts:

  Create service schedules based on operating hours and site conditions, identify machines due for major service and grow AMC, maintenance and technical-support contract coverage.

• Ensure Rapid Breakdown Response:

  Implement escalation, deployment and communication processes for breakdowns. Reduce response and restoration time while maintaining safety, technical quality and complete service documentation.

• Own Customer Service Relationships:

  Conduct regular service reviews with installed-base customers covering uptime, maintenance, failures, operating practices, pending actions and satisfaction.

• Strengthen Service Quality and Standardisation:

  Develop standard service procedures, checklists, troubleshooting guides, commissioning records and field reports, and ensure consistent execution across sites.

• Build Overhaul and Major-Repair Capability:

  Develop internal and partner capability for compressor overhauls, major repairs, inspections and refurbishment, including work planning, tooling, quality control and final testing.

• Identify Upgrades and Improvement Opportunities:

  Use field observations to propose controls, PLC, instrumentation, gas-conditioning, safety, capacity, energy-efficiency and reliability upgrades.

• Close the Product-Improvement Loop:

  Convert service findings and product failures into structured feedback for Engineering, Quality and Factory, with root-cause actions tracked through closure.

• Manage Warranty and Complaint Closure:

  Validate warranty claims, coordinate corrective action, monitor complaint closure time and prevent repeat failures through technically robust solutions.

• Maintain Installed-Base and Service Data:

  Ensure accurate records of compressor configuration, operating hours, service history, warranty status, failures, actions, recommendations and upcoming maintenance.

• Develop Service Team Capability:

  Recruit, train, certify and coach service personnel on reciprocating compressors, safety, customer communication, troubleshooting and reporting.

• Own Service Operational Performance:

  Manage service revenue, contract profitability, technician utilisation, productivity, travel and site costs, response metrics, budgets and periodic performance reporting.

• Support Business Growth with Sales and Spares:

  Identify customer needs for additional equipment, service contracts, spares and upgrades. Qualify and hand over opportunities while retaining accountability for service quality and customer success.

Preferred candidate profile

• Strong technical knowledge of reciprocating compressors, commissioning, troubleshooting, maintenance and overhaul activities.
• Proven ability to lead field-service teams and develop independent remote-site capability.
• Strong customer-management, complaint-resolution and technical communication skills.
• Working knowledge of reliability indicators, preventive maintenance, root-cause analysis and service documentation.
• Ability to establish service processes, safety discipline, escalation systems and performance controls.
• Commercial understanding of AMC, service contracts, repairs, upgrades and service profitability.
• Strong planning, team development, reporting and budget-management skills.