Job Description

Job Title: Service Head (AGM)Location: Taloja, India
Department: After Sales Service
Reports to: Managing DirectorJob 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

• Education:

• Bachelors 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.

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