Senior Service Manager

Job Description

JOB DESCRIPTIONPOSITION TITLE: Sr. Manager-ServiceRole -Senior Service ManagerLocation - Vasai MumbaiPreamble : The Senior Service Manager will lead the nationwide field service and after-sales operations for FDSS, FDAS, and FPS product lines. This role requires strong leadership, technical acumen, and cross-functional coordination to ensure efficient service deployment, customer satisfaction, and strict adherence to IATF 16949, ISO 9001, 14001, and 45001 standards.Key Responsibilities:1. Service Planning & DeploymentPlan and execute installation, commissioning, and preventive maintenance activities in line with material delivery schedules.Deploy service engineers strategically based on Skill Matrix, region, and product complexity (FDSS, FDAS, FPS).Monitor field operations to ensure optimal response time, resolution efficiency, and resource utilization as per OEM SLAs.2. Quality Assurance in Field ServicesEstablish service quality protocols for installation, commissioning, and after-sales support.Analyze service data, identify trends and failures, and lead root cause analysis and CAPA in coordination with Engineering, Manufacturing and Plant Quality teams.Ensure thorough documentation and traceability in compliance with IATF 16949 and ISO standards applicable for Automotive company.3. Warranty ManagementEstablish and manage a centralized Warranty Management System to capture, track, and analyze all warranty claims.Coordinate with Quality, R&D, and Manufacturing teams for root cause analysis of warranty failures.Monitor warranty costs, failure trends, and claim resolution timelines, ensuring data-backed reporting to management and customers.Maintain documentation for audit readiness and OEM compliance, including service history, repair actions, and part replacements.Drive initiatives to reduce warranty failure rate and improve first-time fix performance.23. Customer Satisfaction & Relationship ManagementServe as the primary point of contact for OEMs and Tier-1 customers for service coordination, reviews, and escalations.Conduct regular site visits, collect VoC (Voice of Customer) feedback, and implement service improvement plans.Ensure timely resolution of high-priority issues and maintain an effective escalation and follow-up mechanism.4. Team Leadership & DevelopmentLead, mentor, and manage the nationwide team of field engineers and service partners.Maintain a detailed Skill Matrix; identify skill gaps and drive training initiatives (technical, behavioral, and compliance-focused).Conduct regular performance reviews and foster a culture of ownership, accountability, and continuous improvement.5. Process, Tools & DocumentationLead the development and standardization of Service SOPs, Checklists, Troubleshooting Guides, and Escalation Matrices.Digitize service operations through CRM tools, structured reporting mechanisms.Collaborate with cross-functional teams to integrate field feedback into ECRs and product improvement cycles.6. Safety, Compliance & Audit ReadinessEnsure full compliance with ISO 45001 and customer-specific EHS standards during field service activities.Conduct mandatory safety training on electrical systems, automation, and machine handling.Lead internal audits and prepare service documentation for compliance and certification reviews.Qualifications & Skills:Bachelors degree in Electrical, Electronics, or Mechanical Engineering.1012 years of experience in after-sales or field service management in the automotive or automotive components manufacturing sector.Strong technical knowledge of fuel delivery systems (FDSS, FDAS, FPS) and OEM service expectations.In-depth understanding of IATF 16949, ISO 9001, 14001, and 45001 standards.Skilled in the use of ERP/CRM systems and service data analytics tools.Strong leadership, customer handling, and communication skills.Willingness to travel across India to support service operations and customer requirements.Physical Requirements & Working Conditions:This role involves periodic field visits and on-site support at customer locations as required.Primarily office-based during planning, coordination, and reporting activities, involving extended periods of desk and computer work.May require presence at installation sites, exposing the individual to typical industrial conditions during commissioning and troubleshooting.Involves short-duration travel and potential emergency visits based on service needs.

Keyskills :
fieldmaintenanceserviceoemautomotiveseniorwarranty handlingfdsstechnicalinstallations