Job Title: Service Manager – Industrial Networking Location: Pune, India Department: Technical Services / Customer Support Reports To: Head – Technical Operations / Director – Services Job Purpose: To lead and manage the service delivery team responsible for installation, support, and maintenance of industrial networking equipment . The candidate must possess strong technical knowledge in industrial Ethernet, automation protocols , and network diagnostics , with proven leadership in handling OEM-grade customer expectations . Key Responsibilities: Team Leadership & Field Operations: Lead, train, and manage a service team across India for installation, commissioning, and post-sales support. Plan and deploy service resources for key accounts and high-priority escalations. Customer Engagement: Act as technical liaison for high-value clients such as Rockwell, Schneider, Honeywell, Yokogawa, and L&T Automation. Conduct service performance reviews, maintain proactive communication with automation engineers and client service teams. Technical Expertise: Provide hands-on support for configuring and troubleshooting managed switches, protocol converters, and industrial firewalls. Handle integration support with PLCs, SCADA systems, and DCS networks. Service Delivery Management: Monitor and improve service KPIs, turnaround time (TAT), and first-time fix rate. Maintain strong documentation practices, including RCA reports, service history, and network audit records. Coordination with Internal Teams: Collaborate with sales, R&D, and product teams for feedback on field issues and customer pain points. Support training initiatives for channel partners and customers on network best practices. Required Skills & Competencies: Technical Skills: Advanced knowledge of Modbus TCP/IP, EtherNet/IP, PROFINET, MRP, RSTP , and related automation protocols. Experience with network design and diagnostics for mission-critical systems. Hands-on with managed Layer 2/3 switches, media converters, serial device servers , firewalls, and VPN routers. Familiarity with SCADA/DCS environments and OEM specifications. Soft Skills: Strong client management skills – ability to handle pressure from high-performance OEMs. Leadership and mentoring capabilities for technical teams. Good presentation and documentation skills. Analytical mindset for root cause analysis and system optimization. Qualifications: Education: B.E./B.Tech in Electronics, Electrical, Instrumentation, or Computer Science. (M.E./M.Tech or specialized certifications preferred.) Certifications: CCNP (Industrial preferred), CompTIA Network+, or equivalent industry certifications. Experience: 8–12 years of technical experience in industrial networking or automation support. Minimum 3 years in a leadership role , preferably handling OEM or system integrator accounts. Preferred Industry Exposure: Automation OEMs or solution partners (e.g., Rockwell, Schneider, Honeywell, Yokogawa, L&T, Siemens) Industrial SCADA/PLC/DCS integration companies Infrastructure automation projects (metros, smart grids, utilities) Compensation & Benefits: Competitive as per industry norms. Includes: Incentives tied to service KPIs Travel and communication reimbursements Medical and accident insurance Skill certification support (e.g., CCNP Industrial, cybersecurity)
