Service Manager - Product Support HEMM

Job Description

JOB DESCRIPTION Position- Service Manager / Asst. Manager Department - Product Support Location- Hyderabad, Telangana Company- The Company is a leading player in infrastructure development with a world-class engineering capability. It manages sales and support of machines, engines and equipment for mining, construction and road-laying activities. Requirements & Qualifications: Education- Minimum Degree/Diploma in Mechanical/Electrical Engineering Experience- 7+ years of relevant experience in Construction Equipment Industry of which at least 3 years in a similar position and technical expertise in product necessary. Language Proficiency- Fluent in English (Written and oral) Computer Skills- MS Office, Internet Special Requirements- Required to be on-site when there is a need and may be required to travel (mainly domestic). Keys & Responsibilities: Oversee over all service and parts operation, multi – cultural team to ensure effective sales and parts operations, field’s service as well as smooth functioning and operation of company products to meet expectations of company and customer contractual obligations. Financial: To achieve parts and service revenue including SOS and Ws. To achieve profitability. Budget and control costs. Customers: To build customer loyalty and achieve CVS score. Increase number of CSAs and renewal of CSAs. Manage the total service and parts operation of the SBU which includes scheduled maintenance, rebuilding, repairing, identifying malfunction and troubleshooting breakdown. Maintain good relationships with customer’s counterparts. Process: Undertake regular site inspections and monitor all areas of the site to ensure that products are functioning at optimal standards. Develop and implement inspection systems and checklists Ensure the safety of equipment and oversee health and safety of employees. Maintain regular up – to –date and accurate records on product performance, spare parts consumables and conditions, and provide feedback to SBH Head and HQ. Respond to customer complaints and requests for maintenance, upgrades etc. in a timely and effective manner • Conduct analysis and follow up of customer complaints regarding quality, tolerances, specifications, and delivered condition of product. Coordinate with Sales and Parts to consolidate selling and service effort. Collect and analyze market information (customer and competitor) as well as propose appropriate measures. Provide input and support in the development and implementation of business plan, including budget, forecasts, and sales/service concepts • If necessary, support in the negotiation of settlement of claims. People & Capability building: Keep employees highly engaged. Coach and train CSE, Technicians and coordinate succession management and localization of workforce. Retention of CSEs & Mechanic up to 90% To increase the DLMS Skills Certification as per the target. Manage Tools, Stores & Service facilities and improve service facilities to meet and exceed customer needs Show more Show less