Equipment Service Manager

Role overview

Leadership and equipment reliability

• Lead, mentor, and develop Service Engineers; provide technical guidance for critical breakdowns and complex service situations.
• Identify competency gaps, implement training, and plan future resources and organizational capabilities.
• Establish preventive maintenance programs and lead troubleshooting, root cause analysis, and corrective actions against MTTR and MTBF targets.
• Plan and execute equipment retrofits, upgrades, and modernization projects.

Service operations and customers

• Optimize service costs, spare parts planning, inventory, and retrofit execution while maintaining customer support standards.
• Monitor service metrics and grow revenue through spare parts, retrofits, preventive maintenance, and service contracts or AMCs.
• Collaborate with product, regional business, technology center, and global equipment teams; implement auxiliary equipment strategies.
• Support business development, maintain customer relationships, conduct customer visits and reviews, and resolve concerns.
• Drive response time, resolution time, customer satisfaction, MTTR, MTBF, and first-time-right service performance.

Education and experience

• Bachelor's or Master's degree in Electronics, Electrical Engineering, Mechatronics, Automation Engineering, or a related discipline.
• At least 10 years of experience servicing and supporting highly automated electro-mechanical equipment.
• Hands-on equipment installation, troubleshooting, maintenance, and field service management experience.
• At least 3 years of experience leading and developing technical service teams.
• Relevant experience in electroplating, surface finishing, PCB, semiconductor, or related process industries is highly preferred.

Skills and competencies

• Strong knowledge of automated electro-mechanical systems, controls, and industrial equipment.
• Leadership, coaching, team development, problem-solving, analytical, and continuous improvement capabilities.
• Customer orientation and strong communication, presentation, and stakeholder management skills.
• Ability to analyze service data, prepare performance reports, and present business recommendations.
• Proficiency in CRM systems, Microsoft Office Suite, and service management tools; ability to work in a matrix organization.

Travel

• Willingness to travel up to 50% within India to support customers, service operations, and business development.