Assistant Manager – Service (Food & Pharma)

We are supporting our reputed client in hiring an Assistant Manager Service to lead after-sales service operations and provide technical support to customers in the Food & Pharma sector.

Position: Assistant Manager Service

Location: Pune

Department: Sales

Qualification: Diploma / BE Mechanical

Experience: 57 Years

Preferred Industry: Food & Pharma Industry

Role Purpose

Providing aftersales service & technical support to customers. Service team lead.

Responsibilities & Key Result Areas

A. Customer claims handling In-House Product Servicing (Warranty claims & service requests)

• To acknowledge & reply to customer complaints & service requests.
• To inspect received component for service & send initial inspection report to customer.
• To plan repair actions & recommend required spare parts.
• In case of warranty claims, to seek approval for FOC order processing of required spare parts.
• To provide list of required spare parts to internal sales team for service request enquiries.
• To co-ordinate with sales team for creating sales orders (FOC / Chargeable).
• To repair received product following standard assembly procedure and carry out testing / trial (at customer end) & seek customer feedback.
• To co-ordinate with logistic department for dispatch of repaired product.

B. Customer complaint handling Product service at site (Warranty claims & service requests)

• To acknowledge & reply customer complaints & service requests.
• To decide & plan service visit with intimation to customer.
• To plan repair actions at site & recommend required spare parts.
• In case of warranty claims, to seek approval for FOC order processing of required spare parts.
• To provide list of required spare parts to internal sales team for service request enquiries.
• To co-ordinate with sales team for creating sales orders (FOC / Chargeable).
• To intimate logistic department for dispatch of spares.
• To visit customer for repair of product.
• To repair product at site following standard assembly procedure and carry out testing / trial & seek customer feedback.
• To prepare & share service report.

C. Online Technical Support to Customers

• To provide technical support through video call or voice call.
• To extend support for installation and servicing.

D. Update claim information in ERP

• To take care of all activities related to opening a ticket to its closure through communications & ERP.

E. Product Installation Support

• To extend technical support for installation of newly supplied products by visiting customer site or virtually.

F. Product Demonstration

• To conduct product demonstration / trial at customer end.

G. Leading Service Team

• Lead and supervise internal service engineer and service personnel deployed through regional distributors.
• Assign service jobs based on technical capability, location, and urgency.
• Monitor execution of service activities to ensure compliance with company standards and SOPs.
• Support training and skill development of distributor service engineers.
• Conduct periodic reviews with distributor service teams.
• Consolidate service data and submit reports to management.

H. Any other responsibilities related to service support & spares business aspects.

Knowledge & Skills Required

• Technical skills to repair and install components like pumps, valves, mixers, etc.
• Troubleshooting & problem-solving ability.
• Customer service skills.
• Good communication skills.
• Ability to travel on short notice.
• Leadership qualities.