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: 5–7 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.

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