Assistant Manager_Services_SPB-CSS (5319)

Requisition ID 5319 - Posted  - SPB-CSS (40002000) - Pune RO (10937001)

Job Title

Service Manager – SPB-CSS
Location: Pune, RO

Department

Customer Service & Spares – Small Pumps Business

Purpose of Role

To lead and manage the service operations for SPB products (industrial, Domestic, Agriculture, Bore well submersible etc.), drive customer satisfaction (CSAT),  (MTTR), boost spare‐parts & revenue, ensure quality assurance (QA) in service execution, build/maintain the service network and ensure rigorous complaint handling.

Key Responsibilities

• Lead the service center network: manage field service teams, authorized service centers, service network partners and ensure strong service delivery performance.
• Drive Customer Satisfaction (CSAT): monitor CSAT metrics, identify root causes of dissatisfaction, implement improvement actions to maintain high customer loyalty.
• Manage MTTR (Mean Time to Repair): set targets for repair times, monitor breakdown response & closure times, implement systems/processes to reduce downtime.
• Spare parts & service revenue: develop and execute strategy to increase spare-parts sales, service contracts (AMCs), upselling services, monitor spares sale.
• Quality Assurance (QA) reports: ensure service quality by reviewing QA reports, audits of service jobs (field and workshop), standardizing service processes, corrective action follow-up.
• Service network development: establish, onboard, train, audit and monitor authorized service centers (ASCs) / dealers / field network; ensure network performance to company standards.
• Complaint handling & escalation: be the escalation point for major service and customer complaints, ensure timely root cause analysis, closure, feedback into product/R&D/quality teams.
• Data & reporting: prepare and present regular service performance reports (CSAT, MTTR, breakdown frequency, spare consumption, network KPIs, complaint trends) to senior management. SAMPARK with Dealer.
• Process improvement: identify recurring issues or service bottlenecks, collaborate cross-functionally (engineering, product, quality, logistics) to implement improvements in service processes, product reliability, spares availability.
• Budget & cost control: define service department budget, monitor cost of service operations, technician labor, spares inventory, travel & logistics; ensure service profitability in line with business goals.
• ASC claims settlement as per process.
• STP Handling petrol/diesel Pump  (Oil and Gas sector)

Qualifications & Experience

• Diploma or Bachelor's degree in Mechanical Engineering / Electrical Engineering (or equivalent).
• Significant experience (3-5 years or more) in service/after-sales management in the pump or rotating equipment industry (preferably in pump systems, hydraulics, motor-driven systems).
• Proven track record of managing service operations with KPIs such as CSAT, MTTR, spare-parts sales growth, network development.
• Strong technical knowledge of pump systems (centrifugal, submersible, booster, industrial) including hydraulics, motor, control systems.
• Strong business acumen—understanding service revenue streams (spares, AMCs), cost control, margins, budgeting.
• Excellent analytical skills: ability to interpret service data, root-cause analyses, trend reports etc.
• Exceptional leadership & communication skills: able to lead field teams, work cross-functionally with product/quality/sales, escalate to senior management, interface with customers/partners.
• Hands-on experience with complaint management, escalations, service quality audits, service network management.
• Willingness to travel regularly (within the territory, to key customer sites, dealers, retailer, service centers).

Working Conditions

• Office + field based: the role will require frequent visits to customer sites, service centers, workshop locations and travel within assigned region.
• Responsible for handling escalated breakdowns and complaints which may require rapid response (including outside normal hours).
• Must adhere to safety, quality, and compliance standards in all field operations.