Service Head - HEMM

Job Description

Job Title: Service Head (AGM) Location: Taloja, India Department: After Sales Service Reports to: Managing Director Job Overview: We are seeking a dynamic and experienced Service Head (AGM) to lead our After Sales Service operations on Pan India basis. The ideal candidate will possess in-depth hand-on expertise in troubleshooting hydraulic, electrical/electronic and mechanical systems, as well as a strong background in managing after-sales services, inventory control, and import/export procedures & team management. This role demands a proactive leader with a track record of managing complex technical service operations and a hands-on approach to problem-solving. Key Responsibilities: After Sales Management: Lead and oversee the after-sales service operations for Piling rigs, Hydraulic Grabs & Trench Cutters in India. Responsible to maintain response & restoration time as per company guidelines. Ensure high-quality service delivery for hydraulic and mechanical systems through troubleshooting, maintenance, and repair. Manage service teams, providing technical guidance and mentoring to enhance their skills and service performance. Troubleshooting Expertise: Act as the technical expert in diagnosing and troubleshooting complex hydraulic and mechanical issues. Demonstrate hands on experience in Trouble shooting. Collaborate with customers and internal teams to understand service requirements and resolve technical problems in a timely manner. Process Improvement & Efficiency: Develop and implement strategies for continuous improvement in service processes, reducing downtime and enhancing customer satisfaction. Ensure optimal maintenance and repair workflows for hydraulic and mechanical systems, maximizing equipment uptime and reliability. Inventory Control & Spare Parts Management: Oversee the management of spare parts inventory, ensuring the availability of critical components for repairs and maintenance. Implement efficient inventory control and Inventory planning measures to minimize shortages or overstocking and streamline parts procurement processes. Import/Export Management: Ensure compliance with import/export regulations and handle documentation related to parts and equipment shipments. Collaborate with suppliers, customs authorities, and logistics teams to manage timely delivery and receive imported parts/equipment. Customer Relationship Management: Build and maintain strong relationships with customers to ensure satisfaction and trust in after-sales services. Proactively address customer concerns and provide training and support on product use and maintenance. Team Leadership and Development: Lead, motivate, and develop the service team, ensuring high performance and adherence to service standards. Conduct performance reviews and provide ongoing training to improve team capabilities in hydraulic and mechanical troubleshooting. Reporting & Analysis: Prepare and deliver regular reports on service performance, customer feedback, inventory status, and operational metrics. Analyze service trends to identify recurring issues, areas for improvement, and strategic service enhancements. Generate Service revenue and increase productivity Minimise downtime. Interact with Techno Commercial part with Germans on regular basis Qualifications and Experience: Education: Bachelor’s degree in mechanical engineering, Electrical Engineering or relevant education in related field. Additional certifications or experience in hydraulic/mechanical systems or service management would be an advantage. Experience: Minimum 10-15 years of experience in after-sales service with a focus on hydraulic and mechanical systems in the Construction, Mining, and Foundation equipment segments. Proven expertise in troubleshooting and resolving technical issues related to hydraulic and mechanical systems in heavy machinery. Strong background in managing after-sales service teams and optimizing service operations. Demonstrated experience in inventory control and management of spare parts for heavy machinery and equipment. Exposure to import/export procedures, including documentation, compliance, and logistics. Leadership Skills: Strong leadership and team management capabilities, with the ability to inspire and lead technical teams. Excellent communication and interpersonal skills to liaise with customers, vendors, and internal teams.