Experience
5-8 years experience in service/after-sales.
Education
B.E. / Diploma in Mechanical OR Electrical Engineering
Location
Kalyan, Bhiwandi (Factory Office)
Reports To
Factory Head
Categories
01
The role
Job Description
01
Service Operations Management
Monitor the activities like- Plan, organize, and control field service activities (installation, commissioning, warranty & AMC services).
Ensure timely response to breakdown calls and service complaints.
Monitor service schedules, manpower allocation, and site readiness.
Standardize service procedures, checklists, and work instructions.
Lead, mentor, and manage the service team including engineers and coordinators
Establish service standards, SOPs, and best practices
02
Team Leadership & Development
Lead and mentor service engineers, supervisors, and technicians.
Conduct regular product training
Evaluate team performance against KPIs and KRAs.
03
Customer & Stakeholder Management
Act as the primary escalation point for key customer.
Conduct customer review meetings and service audits.
Support sales and project teams with technical service inputs.
Build long-term relationships for AMC, retrofits, and upgrades.
04
Technical Support & Troubleshooting
Provide advanced technical guidance to the customer.
Review root cause analysis (RCA) and corrective action plans (CAPA).
Support commissioning of critical or complex installations.
05
Spare Parts & AMC Management
Define critical spare parts lists for various equipment.
Coordinate with stores & purchase for spare availability.
Develop and promote Annual Maintenance Contracts (AMC).
Track AMC compliance, renewals, and profitability
06
Warranty & Claim Management
Manage warranty service calls and claim evaluations.
Coordinate with Projects, design and quality teams for repeated failures.
Ensure correct documentation and closure of warranty cases.
07
Service Documentation & Reporting
Ensure proper documentation of: Service Visit Reports, Commissioning Reports, CAPA Reports.
Prepare monthly MIS reports covering: Service Calls, Response Time, Customer complaints, AMC Avenue and Cost.
02
Measured by
Key Performance Indicators
- Service response time & closure rate
- Customer satisfaction score
- AMC revenue & renewal percentage
- First-time-right commissioning rate
- Repeat failure reduction.
- Service cost vs revenue ratio.
03
Requirements
Other Skills & Experience
- B.E. / Diploma in Mechanical or Electrical Engineering.
- 5-8 years of experience in service or after-sales
- Strong knowledge of bulk powder handling systems.
- Leadership and people management skills.
- Excellent problem-solving and RCA capability
- Customer-centric mindset
- Planning, coordination, and reporting skills
- Good leadership ability
- Cool and calm personality- Should able to handle pressure calmly.
- Should have good interpersonal skills-to handle team and manage the team.
- Preferably from the process industry, chemicals, pharmaceutical equipment manufacturers, or project consultants (mechanical equipment/process industry).
04
The fit
Who Are We Looking For
We are seeking someone with strong organizational and communication skills, complemented by technical proficiency. As Cosben operates in a fast-paced and competitive environment, this role demands a person who thrives under pressure. We are looking for someone with the drive to grow, aligned with our company’s blend of corporate professionalism and family business culture.
At Cosben, we encourage holistic development, exposing team members to functions beyond their role, promoting a deep understanding of the overall business. This broader knowledge helps drive efficiency, output, and value addition. The ideal candidate will grow into a key member of our middle management team and, with proven performance, will be groomed for future leadership roles within the top management.
05
Employment
Other Details
Industry
Mechanical Or Industrial Engineering
Employment Type
Full-time
#How to apply
Send Us Your Application
If you are interested in applying for this position, email your resume to hr@cosben.in with the details listed here.
- Reason to quit your current job
- No. of years of experience
- Qualification
- Joining period
- Current CTC
- Expected CTC