Location: Chennai / Guwahati / Kolkata
Experience: 67 Years
The Regional Manager After Sales and Service will lead and develop after-sales and service operations for ARRF fire trucks across the assigned region. The role is responsible for ensuring high levels of customer satisfaction, effective service delivery, timely spare-parts availability, and profitable service operations. The post-holder will manage a regional team, liaise with factory and procurement teams in Hyderabad and Dubai, and implement processes and KPIs to continuously improve field service performance.
Key Responsibilities
- Lead regional after-sales and service operations for ARRF fire trucks, ensuring operational readiness and customer satisfaction across all assigned locations.
- Develop and implement standard service procedures, response time targets, and service level agreements (SLAs) to ensure consistent, high-quality field support.
- Manage and coach the regional service team, including service managers, engineers, technicians and field staff; oversee recruitment, training, performance reviews and succession planning.
- Coordinate closely with Hyderabad factory, stores and Dubai procurement teams to ensure timely availability and replenishment of critical spare parts and consumables.
- Drive after-sales revenue through service contracts (AMC), warranty management, preventive maintenance programmes and ad-hoc repair services.
- Oversee spare-parts logistics and inventory at regional depots, ensuring optimal stock levels, accurate ERP records and compliance with FIFO/FEFO and audit requirements.
- Implement and monitor KPIs (response time, first-time-fix rate, mean time to repair, contract renewal rates, service profitability) and report performance to senior management.
- Ensure robust technical support for customers, including field diagnostics, troubleshooting, root-cause analysis and escalation to engineering or factory support as required.
- Manage warranty claims, spare-parts returns and liaise with quality and engineering teams to identify product reliability improvements.
- Develop strong customer relationships, act as the regional escalation point for service issues, and ensure timely communication of status and resolution plans.
- Prepare regional service budgets, control costs, and implement measures to improve efficiency and profitability.
- Support commissioning, site acceptance testing and training for customers and internal teams as required.
- Ensure compliance with health, safety and environmental standards during all service activities.
Skills & Competencies
- Proven experience managing after-sales, service operations or field service teams in heavy vehicles, firefighting equipment, industrial machinery or related technical environments (ARFF experience preferred).
- Strong knowledge of spare-parts management, service logistics and ERP-based inventory control.
- Excellent leadership, people management and coaching skills with ability to motivate remote teams.
- Customer-focused with strong communication and stakeholder management capabilities.
- Analytical mindset with experience defining and tracking KPIs, driving continuous improvement and delivering cost control.
- Practical technical understanding of firefighting systems, hydraulics, pumps, vehicle systems and electrical controls or willingness to rapidly acquire this knowledge.
- Experience managing service contracts (AMCs), warranties and commercial negotiations with customers and vendors.
- Ability to travel regularly within the region and to factory locations; flexible and resilient under operational pressure.
Requirements
- Bachelor's degree in Mechanical, Automotive, Electrical Engineering, Business Management or a related discipline.
- 810 years experience in after-sales, field service or operations management; demonstrable experience in managing multi-site service delivery.
- Experience with ERP systems for service and inventory management; proficiency with MS Office.
- Strong commercial acumen and experience preparing budgets, forecasts and service P&L analysis.
- Clear English communication skills, both written and verbal.
- Valid driving licence and willingness to travel frequently within the region.
We are an equal-opportunity employer and welcome applications from all suitably qualified candidates. Applicants should be able to join within a reasonable notice period.
