Service Manager (After Market)

Job Title: Service Manager After Market

Department:

Location:

Reports To:

Experience Required:

Objective:

After Market Division

Key Responsibilities:

1. After Market Business Growth

• Develop and execute strategies to expand

  After Market revenue

  through AMC contracts, spare part sales, and service packages.
• Identify new opportunities with existing and potential clients for

  maintenance services and spare business.

2. Service Dealer Development & Handling

• Develop and appoint

  regional service dealers and authorized service centers

  across India.
• Conduct

  training, audits, and performance evaluations

  of service partners to ensure adherence to Cosmos service standards.
• Build long-term partnerships with dealers for mutual business growth and

  customer coverage in remote locations.

• Monitor dealer performance on

  service response, spares management, and customer satisfaction.

3. Customer Satisfaction & Service Excellence

• Ensure

  quick response and resolution

  for customer complaints, breakdowns, and field service requests.
• Implement

  preventive and predictive maintenance programs

  to enhance reliability and uptime.
• Conduct

  regular customer feedback sessions and service quality audits

  to maintain satisfaction levels above benchmarks.

4. Team Leadership & Operations

• Lead and mentor a

  pan-India service team

  of engineers, executives, and regional service partners.
• Set clear KPIs for response time, service quality, and spare sales.
• Drive a culture of accountability, ownership, and performance within the service team.

5. Inventory & Process Management

• Maintain

  optimum spare parts inventory

  for all regional centers and dealers.
• Coordinate with Purchase and SCM for

  forecasting, stock planning, and vendor control.

• Oversee

  RCA (Root Cause Analysis)

  reports, warranty claims, and service documentation.

6. Collaboration & Reporting

• Work closely with Sales, Production, and Quality teams for feedback and product improvement.
• Prepare

  monthly service MIS reports

  covering key metrics – service calls, spares turnover, AMC renewals, and dealer performance.
• Present service performance data and improvement plans to management.

7. Continuous Improvement

• Standardize

  service procedures, manuals, and checklists

  for uniform service delivery.
• Monitor

  MTTR (Mean Time to Repair)

  and

  MTBF (Mean Time Between Failures)

  for field equipment.
• Promote

  digital tools

  for service tracking, scheduling, and customer feedback management.

Key Skills & Competencies:

• Strong technical understanding of

  Dewatering, Slurry, and Industrial Pumps

• Proven ability in

  After Market Business Development

  and

  Service Dealer Management

• Leadership and mentoring skills for a geographically distributed team
• Excellent communication and

  customer relationship

  management skills
• Knowledge of

  AMC operations, RCA, spares planning, and service MIS

• Proficiency in

  ERP / KEKA / SAP systems

Qualification:

• B.Tech / Diploma in Mechanical or Electrical Engineering

• MBA in Operations / Marketing (Preferred)

Other Details:

• Travel Requirement:

  Frequent travel across India for dealer visits, service audits, and customer meetings.

• Team Size:

  Approx. 10–12 service engineers + regional service partners/dealers.

• Focus Areas:

  After Market growth, Service Dealer Development, Spare Sales, and Customer Delight.

About Cosmos Pumps Pvt. Ltd.

industrial and dewatering pumps