General Manager Service Management (SMT & Electronics Manufacturing Solutions)
Location: Noida / Bangalore (PAN India Responsibility)
Department: Service & Customer Experience
Role Purpose
The General Manager Service Management is a strategic leadership role responsible for building, scaling and transforming NMTronics service organization into a world-class, revenue-generating, customer-centric service engine.
This role will own PAN-India service operations, customer lifecycle management, service profitability, service team capability building, and OEM coordination (Fuji & other principals), ensuring NMTronics becomes the most trusted service partner in the SMT & Electronics Manufacturing ecosystem.
Key Responsibilities
1. Strategic & Business Leadership
- Build and execute the National Service Strategy aligned to NMTronics growth, aftermarket revenue and customer retention goals.
- Convert Service into a strong profit centre driving AMC, spares, upgrades, refurbishments and modernization programs.
- Define Service KPIs, SLAs, service revenue targets, cost optimization and productivity benchmarks.
- Drive customer experience excellence and NPS improvement across all service touchpoints.
2. PAN-India Service Operations
- Own end-to-end service delivery across installation, commissioning, breakdown support, preventive maintenance, audits and modernization.
- Ensure uptime excellence and minimal MTTR for all installed SMT lines.
- Establish standardized SOPs, escalation matrices, documentation, and reporting systems.
3. OEM & Principal Management
- Act as single point leadership interface with Fuji Japan and other OEM principals.
- Drive certifications, technology upgrades, joint service programs, and global best-practice adoption.
- Lead technical escalations and strategic resolution of critical customer issues.
4. Team Building & Capability Development
- Build a high-performance PAN-India Service organization (Service Heads, Managers, Engineers).
- Define career paths, certification programs, skill matrices and training academies.
- Lead mentoring, succession planning and leadership development for service teams.
5. Customer Relationship & Key Account Ownership
- Own strategic customer relationships for large EMS & electronics manufacturing customers.
- Participate in QBRs, escalation reviews, service improvement programs and renewal negotiations.
- Position NMTronics as a long-term technology & service partner.
6. Process Digitization & Governance
- Lead implementation of Service ERP/CRM integration, ticketing systems, spares planning, dashboards and analytics.
- Drive audit readiness, EHS compliance, IPC compliance and ISO/service quality frameworks.
Technical Scope
- Strong working knowledge of SMT manufacturing environments.
- High-level expertise in Fuji SMT platforms (NXTR, NXT series), feeders, placement heads, vision systems, line balancing and process optimization.
- Exposure to other SMT brands (ASM, Panasonic, Yamaha, etc.) is advantageous.
Qualification & Experience
- BE / B.Tech / Diploma Electronics / Electrical / Mechatronics.
- 15+ years in SMT Service / Manufacturing / OEM environment.
- Minimum 810 years in senior leadership roles managing multi-location service operations.
- Proven experience in P&L management, team scaling, OEM coordination and customer lifecycle ownership.
Leadership Competencies
- Strategic thinker with strong execution orientation
- Commercial mindset & service business building capability
- Customer-first mindset
- Ability to build large teams and systems from scratch (important for NMTronics transformation phase)
- Strong communication, negotiation & stakeholder management skill
