Job Description

Job Title: Service Head (AGM)

Location:

Taloja, India

Department:

After Sales Service

Reports to:

Managing Director

Job Overview:

We are seeking a dynamic and experienced Service Head (AGM) to lead our After Sales Service operations on Pan India basis. The ideal candidate will possess in-depth hand-on expertise in troubleshooting hydraulic, electrical/electronic and mechanical systems, as well as a strong background in managing after-sales services, inventory control, and import/export procedures & team management. This role demands a proactive leader with a track record of managing complex technical service operations and a hands-on approach to problem-solving.

Key Responsibilities:

After Sales Management:

+ Lead and oversee the after-sales service operations for Piling rigs, Hydraulic Grabs & Trench Cutters in India. + Responsible to maintain response & restoration time as per company guidelines.
+ Ensure high-quality service delivery for hydraulic and mechanical systems through troubleshooting, maintenance, and repair.
+ Manage service teams, providing technical guidance and mentoring to enhance their skills and service performance.

Troubleshooting Expertise:

+ Act as the technical expert in diagnosing and troubleshooting complex hydraulic and mechanical issues. + Demonstrate hands on experience in Trouble shooting.
+ Collaborate with customers and internal teams to understand service requirements and resolve technical problems in a timely manner.

Process Improvement & Efficiency:

+ Develop and implement strategies for continuous improvement in service processes, reducing downtime and enhancing customer satisfaction. + Ensure optimal maintenance and repair workflows for hydraulic and mechanical systems, maximizing equipment uptime and reliability.

Inventory Control & Spare Parts Management:

+ Oversee the management of spare parts inventory, ensuring the availability of critical components for repairs and maintenance. + Implement efficient inventory control and Inventory planning measures to minimize shortages or overstocking and streamline parts procurement processes.

Import/Export Management:

+ Ensure compliance with import/export regulations and handle documentation related to parts and equipment shipments. + Collaborate with suppliers, customs authorities, and logistics teams to manage timely delivery and receive imported parts/equipment.

Customer Relationship Management:

+ Build and maintain strong relationships with customers to ensure satisfaction and trust in after-sales services. + Proactively address customer concerns and provide training and support on product use and maintenance.

Team Leadership and Development:

+ Lead, motivate, and develop the service team, ensuring high performance and adherence to service standards. + Conduct performance reviews and provide ongoing training to improve team capabilities in hydraulic and mechanical troubleshooting.

Reporting & Analysis:

+ Prepare and deliver regular reports on service performance, customer feedback, inventory status, and operational metrics. + Analyze service trends to identify recurring issues, areas for improvement, and strategic service enhancements.
+ Generate Service revenue and increase productivity
+ Minimise downtime.
+ Interact with Techno Commercial part with Germans on regular basis

Qualifications and Experience:

Education:

+ Bachelor's degree in mechanical engineering, Electrical Engineering or relevant education in related field. Additional certifications or experience in hydraulic/mechanical systems or service management would be an advantage.

Experience:

+ Minimum 10-15 years of experience in after-sales service with a focus on hydraulic and mechanical systems in the Construction, Mining, and Foundation equipment segments. + Proven expertise in troubleshooting and resolving technical issues related to hydraulic and mechanical systems in heavy machinery.
+ Strong background in managing after-sales service teams and optimizing service operations.
+ Demonstrated experience in inventory control and management of spare parts for heavy machinery and equipment.
+ Exposure to import/export procedures, including documentation, compliance, and logistics.

Leadership Skills:

+ Strong leadership and team management capabilities, with the ability to inspire and lead technical teams. + Excellent communication and interpersonal skills to liaise with customers, vendors, and internal teams.