Regional Service Manager West M&M
On-siteMumbai, Maharashtra, India
Job Summary
Manage a regional field service team delivering technical support for sophisticated analytical instruments across cement, steel, and process industries. Lead Field Service Engineers through installation, maintenance, repairs, and customer support while driving regional profitability via service contracts and spare parts sales. Monitor team KPIs to ensure adherence to budgets, timelines, and Good Manufacturing Practices, applying advanced diagnostic skills to resolve complex instrument issues. Coach and develop engineers for future leadership roles while building strong customer relationships to improve satisfaction scores. Collaborate with sales and technical support to execute service strategies that grow revenue and enhance customer experience.
Required Qualifications
- Manage a field service team to deliver excellent technical support while growing service business
- Manage and proactively lead the regional service team through all stages of the client lifecycle—from administration and planning to execution and completion
- Drive regional profitability by achieving or exceeding targets for service contracts (AMCs/CMCs) and spare parts sales
- Monitor team KPIs, ensuring adherence to budgets, timelines, and quality standards
- Ensure all team activities align with corporate policies, HR compliance, and safety standards
- Lead, coach, and develop FSEs to upgrade their technical skills and prepare them for future leadership roles
- Identify and groom a successor through a structured development plan in line with organizational growth
- Foster a high-performing team environment built on empathy, ownership, and accountability
- Strong knowledge of process applications specifically within the Cement, Steel, and Process industries
- Apply advanced logical and analytical diagnostic skills to perform Root Cause Analysis (RCA) and resolve complex instrument issues
- Expert use of Service Management Software and the Microsoft Office suite
- Ability to lead cross-functional teams and drive results through persuasion and partnership
- Skilled at handling difficult customer situations and critical technical escalations with a 'soft-spoken' yet firm professional demeanour
- Ability to balance immediate technical fixes with long-term business objectives
- Bachelor's degree Electrical, Electronics, Instrumentation or Mechanical Engineering
- 10+ years of total working experience
- Minimum 5 years in Customer Service Management
- 3+ years in a direct supervisory/leadership role managing technical teams
- Proficiency in English
Desired Qualifications
- Experience on Analytical instruments
- Direct experience with XRF/OES/Process analyzers analytical instruments
- Multilingual skills depending on the specific region
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