Service Operations Manager

Your role and responsibilities

• In this role, you will have the opportunity to be responsible for sales Of ABB Robots and Systems covering markets Of National Capital Region, North East Of India, Kolkata, UP, Bihar and Other parts Of North India in accordance with strategy.
• Achieve both qualitative and quantitative sales targets in a profitable way: order growth, revenues, profitability, market share and customer satisfaction. Build long term customer relationships and manage resolution to specific customer needs and issues. Identify and dop sales opportunities.

You will be mainly accountable for:

• Handle order booking, factory ordering, material followup, dispatches, warranty order management (including backlog, reverse logistics), and ensure timely RDN closure.
• Drive revenue assurance through invoicing followup, meeting revenue budgets and Say to Do Ratio, manage reimbursements/reexports, and maintain key business parameters (OCF, NWC, EBITA%, WIP) as per targets.
• Oversee service inventory across warehouses, improve inventory turns, manage decentralization of stores, and support spare parts availability for operations.
• Coordinate with crossfunctional teams (FES, Finance, SCM, GBS) for SEZ documentation, approvals, receivables, supplier management, and cost optimization initiatives aligned with global targets.
• Lead operational projects, ensure compliance with ISO requirements, manage case resolution processes, and support continuous improvement in efficiency and customer satisfaction.

Qualifications for the role

• Bachelors degree in Engineering, Robotics, Commerce, or a related field.
• Minimum 10 years of experience in Customer Service or Operations, preferably within the robotics industry.
• Proven expertise in SAP (mandatory) and other operational tools, with strong knowledge of CRM and backoffice functions.
• Demonstrated ability to manage large business operations (over 15 MUSD) and wide geographic scope at country level.
• Strong technocommercial knowledge with clarity on commercial terms and experience in running administrative/office projects.
• Proficiency in digital platforms, Excel, data analysis, and customer service tools; ability to adapt to new technologies.
• Excellent communication, presentation, and analytical skills with assertive yet professional customerfacing capability.
• Independent, proactive, and resilient in highpressure situations, with relevant experience in robotics customer service and sales.