Technical Services Manager

The Manager Technical Service leads the technical service function for Sloan India, ensuring timely and effective pre- and post-sales service support to customers, channel partners, and internal stakeholders. This role is responsible for managing a field and back-office technical team, driving first-time-right complaint resolution, supporting sales with technical solutions and mock-ups, and building market capability through trainings and trials to enhance customer satisfaction and brand preference.

Role & responsibilities

• Lead and manage the technical service team (in-house and external partners) including workload planning, coaching, performance feedback, and skill development to meet service KPIs and customer expectations.
• Lead initiatives to automate backend service operations, streamline workflows, and continuously refine processes to improve efficiency, reliability, and operational performance. Own end-to-end customer complaint resolution for India, ensuring accurate diagnosis, timely closure within agreed TAT, and effective communication with customers, channel partners, and internal stakeholders.
• Provide pre-sales technical support to the Sales and Specification teams through site assessments, system design inputs, product selection guidance, and preparation/review of technical mock-ups and drawings for project approvals.
• Drive technical trainings for plumbers, contractors, distributors, consultants, and internal teams to increase product knowledge, correct installation practices, and awareness of Sloans water-efficient, sustainable solutions.
• Partner with Marketing and Product/Engineering teams on new product launches by planning and executing field trials, pilot installations, and technical validation, and feeding field learnings back into design and application guidelines.
• Establish, monitor, and report technical service metrics (TAT, first-time-fix, repeat complaints, installation quality, training coverage, etc.), and drive continuous improvement in processes, tools, and documentation.
• Provide feedback to Product Management and Engineering on recurring field issues, competitive insights, and application challenges to support product improvements and India-relevant solutions.
• Ensure all service activities comply with applicable safety, regulatory, and company policies, including proper use of tools, PPE, documentation, and record keeping.
• Collaborate closely with Sales, Key Accounts, Specification, Supply Chain, and Experience Center teams to proactively address field issues, support key projects, and enhance overall customer experience.
• Other duties and responsibilities as required

Preferred candidate profile

• Bachelors degree/diploma in Mechanical Engineering, Civil Engineering, or relevant technical discipline; plumbing-related technical education or trade certification preferred.
• 8-10+ years of experience in technical service/after-sales service, applications engineering, or technical support, preferably in plumbing, sanitaryware, building products, water management, or related industries, with at least 3-4 years in a team-leading/managerial role.
• Good written and verbal communication skills in English; knowledge of Hindi and other regional languages is an added advantage for pan-India support.

Perks and benefits

Provident Fund, Gratuity, Mediclaim, GPA, GTLI, Hybrid, Annual Bonus, Performance Incentives, Wellness Programs, Paid Time Off (PTO), Parental Leave, Company-sponsored Events, Referral Bonus