Assistant Manager – Service (Food & Pharma)

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.