Job Description

: Service Manager
Location: Baroda (Vadodara), Gujarat



Industry: Construction Equipment



Experience: Minimum 7-8 Years



Product Focus: Mahindra Backhoe Loaders & Graders

Role Overview

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The Service Manager will be responsible for leading and managing after-sales service operations for Mahindra Construction Equipment (Backhoe Loaders & Graders) in the Baroda region. The role demands expertise in handling dealer networks, service teams, warranty claims, and ensuring maximum customer satisfaction in the construction equipment industry.

Key Responsibilities

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Service Operations Management

Lead the after-sales service operations for Mahindra Backhoe Loaders & Graders in the assigned region. Ensure timely warranty claim processing, service campaigns, and field fixes. Monitor equipment performance, breakdown trends, and implement preventive actions. Drive service revenue through AMC, spare parts, and extended warranty programs.

Customer & Dealer Management

Build strong relationships with construction contractors, infra developers, and mining companies. Support dealer workshops, mobile service vans, and customer sites to resolve technical issues. Conduct regular dealer audits to ensure compliance with Mahindra's service standards. Enhance customer satisfaction (CSAT/NPS) scores through proactive support.

Team Leadership & Training

Manage and mentor a team of service engineers and field technicians. Conduct technical training for dealer service staff and end-users. Ensure adherence to service KPIs (TAT, first-time fix rate, downtime reduction).

Strategic & Reporting

Prepare monthly service MIS, including warranty costs, service revenue, and customer complaints. Implement process improvements for efficiency and cost control. Coordinate with OEM (Mahindra) for escalated technical issues, product feedback, and design improvements.

Candidate Profile

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Education: Diploma / B.E. in Mechanical or Automobile Engineering. Experience: 7-8 years in service management within the construction equipment industry (Backhoe Loaders, Graders, Excavators, or similar). Strong exposure to Mahindra CE or competitor brands like JCB, Caterpillar, L&T-Komatsu, Volvo, Hyundai CE, etc. Proven ability to lead regional service operations and deliver high customer satisfaction. * Excellent problem-solving, people management, and communication skills.