Service Manager

Experience and Education

Job Description

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
Team Leadership & Development	Lead and mentor service engineers, supervisors, and technicians. Conduct regular product training Evaluate team performance against KPIs and KRAs.
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.
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.
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
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.
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.

Key Performance Indicators (KPIs) :

• 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.

Other skills & experience requirement :

• 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).

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.

Other Details :