Service Manager

Roles and Responsibilities:

Customer Support & Relationship Management:

• Maintain long-term relationships with customers to ensure service contracts are fulfilled.
• Handle customer inquiries, complaints, and ensure timely resolutions.

Service Operations Management:

• Plan and supervise maintenance and repair services for bearings and related equipment.
• Ensure adherence to preventive maintenance schedules and troubleshoot complex issues.
• Manage field service teams and monitor performance.

Technical Expertise & Training:

• Provide technical support to customers and internal teams regarding product installation, troubleshooting, and upgrades.
• Train service technicians and customers on the proper handling and maintenance of bearings.

Inventory and Spare Parts Management:

• Coordinate with supply chain teams to maintain adequate stock of spare parts and accessories.
• Forecast demand for replacement bearings and ensure availability.

Compliance & Safety:

• Ensure compliance with industry standards (e.g., ISO 9001, safety protocols).
• Monitor service activities to meet safety guidelines and company policies.

Sales & Business Development Support:

• Assist sales teams by providing after-sales support and identifying new service opportunities.
• Develop service contracts and proposals tailored to client needs.

Data Management & Reporting:

• Analyze service data to identify trends and areas for improvement.
• Provide periodic reports to management on service performance, costs, and KPIs.

Required Skills:

• Technical knowledge of bearings, rotating equipment, and mechanical systems.
• Leadership and team management to oversee service technicians and engineers.
• Customer service orientation with excellent communication and problem-solving abilities.
• Project management skills to manage timelines and service schedules efficiently.
• Knowledge of ERP/CRM systems and field service management tools