Vertrieb und Produktdienstleistungen
Manager- Service (N&W)
Manager- Service is responsible for overseeing and managing service operations across multiple locations within a designated region. This role involves leading a team of Service Incharges, Service Engineers and technicians, ensuring high levels of customer satisfaction, operational efficiency, and adherence to company standards. The Manager- service will develop strategies to improve service delivery, optimize resource allocation, and drive business growth within the assigned area.
Location- Gurgaon
Responsibility – Surface drills & Tunneling drills sites of North India.
Key Performance Areas
- Ensure adherence to all Sandvik Mining policies and procedures, especially the EHS policies.
- Promote and embed a safety culture within the Sandvik Service Team.
- Coach, motivate, train, evaluate, and manage the service team in respective areas to accomplish business goals and objectives.
- Track monthly productivity data and drive continuous improvement.
- Develop direct relationships with customers and support parts sales lead generation.
- Prepare and maintain the Monthly MIS for overall service operations.
- Manage and develop all resources to achieve an optimum balance between customer satisfaction and financial objectives.
- Ensure site maintenance processes and procedures are followed in compliance with Sandvik Global Standards, maximizing equipment availability (as per contractual obligations, if any).
- Ensure Root Cause Analyses (RCA) are conducted and communicated to site teams to prevent recurrence of failures.
- Plan maintenance activities and support inventory forecasting.
- Drive dealer service team skill development initiatives.
- Coordinate with Product Masters for product development and service bulletin implementation.
- Ensure all team timesheets and fleet app entries are completed within timelines.
Your Character
- Diploma or bachelor’s degree in engineering
- 10–15 years’ experience in the Service function, with at least 3–4 years in a leadership role.
- P&L management experience.
- Strong understanding of contracts and contract implementation.
- Familiarity with local labour laws is desirable.
- Exposure to maintenance planning systems will be an advantage.
- Excellent knowledge of Environment, Health, and Safety (EHS) regulations and processes.
Other Required Competencies
- Customer Focus
- Strategic Mindset
- Service Excellence
- Speedy Execution of Business Plans
- Knowledge of Safety Regulations in the Mining Industry
- Product Knowledge
- People Development
- Contract Knowledge
- Strong Written and Verbal Communication Skills
- Strong Customer Service Orientation
- Strong Safety Management Culture
- High Level of Professionalism, Honesty, and Integrity
- Leadership Skills and Results Orientation
- Highly Developed Interpersonal Skills, including the ability to negotiate with customers at a senior level
- Excellent Listening, Written, and Verbal Communication Skills