Manager – Service (Hypergrowth & Transformation)

About the Company

Everest Instruments Pvt. Ltd. has been a trusted provider of analytical testing solutions for the dairy, food, and beverage industries for over 26 years, delivering innovative and reliable technologies to ensure quality and safety

About the Role

Deliver 50%+ YoY service revenue growth, ensuring service contributes ₹50–60 Cr+ (25–30% of total company revenue) in FY.

Responsibilities

• Scale-Up Leadership: Rapidly double the service team’s size and capability within 12 months, building a high-performance, customer-obsessed culture.
• Service Revenue Innovation: Build and scale high-margin, recurring revenue streams—especially AMCs, digital/IoT-enabled services, and value-added offerings (training, calibration, consulting).
• Digital Transformation: Lead hands-on adoption of IoT platforms, remote diagnostics, predictive maintenance, and automation to drive efficiency, uptime, and proactive customer support.
• Customer Success Focus: Make customer retention, NPS improvement, and proactive service delivery (not just reactive support) core KPIs for the team.
• Operational Excellence: Oversee all service operations, ensuring high standards of quality, compliance, and cost control. Implement best-in-class KRAs/KPIs and incentive systems.
• Cross-Functional Leadership: Collaborate with sales, product, and marketing to launch new service offerings, support rapid solution adoption, and drive integrated go-to-market initiatives.
• Data-Driven Management: Analyse service performance data, identify improvement opportunities, and drive continuous process enhancements.
• Stakeholder Engagement: Build strong relationships with key customers, partners, and internal stakeholders to maximize business opportunities and customer success.
• Strategic Reporting: Provide regular, actionable reports and recommendations to senior management on service performance, revenue, digital adoption, and customer success initiatives.