Job Responsibilities: 1. Service Operations Management • Lead and manage daily service operations across assigned territories. • Ensure prompt response to customer service requests and equipment breakdowns. • Plan and optimize deployment of service engineers and technicians. • Monitor service KPIs including response time, first-time fix rate, equipment uptime, and customer satisfaction. • Ensure compliance with company service standards and procedures. 2. Customer Relationship Management • Build and maintain strong relationships with customers. • Conduct regular customer visits to understand operational challenges and service requirements. • Manage customer escalations and ensure timely resolution of critical issues. • Support key account service reviews and performance discussions. 3. Technical Support & Troubleshooting • Provide technical leadership for complex equipment issues. • Assist service teams with diagnostics, root cause analysis, and corrective actions. • Coordinate with factory engineering teams on product quality concerns and technical improvements. • Support commissioning and major project installations when required. 4. Service Revenue & Business Development • Drive growth in service revenue, maintenance contracts, inspections, upgrades, and refurbishment activities. • Develop annual service business plans and budgets. • Identify opportunities for cross-selling parts, services, and modernization solutions. • Monitor service profitability and cost control. • Collection responsibilities 5. Warranty & Quality Management • Ensure proper warranty claim administration and recovery. • Monitor recurring equipment failures and implement preventive actions. • Analyze service trends and identify improvement opportunities. • Maintain accurate service documentation and records. 6. Team Leadership & Development • Recruit, coach, and develop service personnel. • Establish performance goals and monitor team effectiveness. • Conduct technical and safety training programs. • Promote a culture of accountability, customer focus, and continuous improvement. 7. Health, Safety & Compliance • Ensure compliance with all company safety policies and local regulations. • Conduct field safety audits and risk assessments. • Promote safe work practices and incident prevention. • Ensure service activities comply with environmental and quality standards. 8. Parts & Inventory Coordination • Work closely with the parts team to ensure parts availability. • Monitor inventory levels for critical service components. • Support forecasting and planning for spare parts demand. Job Requirement • Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related discipline. • 10-15 years of experience in industrial equipment, cranes, construction equipment, heavy machinery, or manufacturing industries. • Minimum 5 years in a service leadership role. • Experience managing field service teams across multiple locations. • Strong customer-facing experience in B2B environments. • Maintenance and troubleshooting of industrial or heavy equipment. • Service operations management. • Warranty processes and technical diagnostics. • Service contracts and aftermarket business management. • ERP/CRM systems and service management software.