Service Center Manager, India
FLSmidth · Chennai
Job Summary:**
FLSmidth & Co. A/S is seeking a highly motivated and experienced Service Center Manager to lead and oversee all aspects of our service operations in India. This role is crucial for ensuring exceptional customer satisfaction, driving operational efficiency, and contributing to the growth of our aftermarket services business in the region.
Job Responsibilities:**
- Manage, lead, and develop a team of service engineers, technicians, and administrative staff across various service centers in India.
- Oversee the day-to-day operations of all service centers, ensuring adherence to FLSmidth standards, safety protocols, and regulatory requirements.
- Develop and implement strategies to optimize service delivery, improve efficiency, and reduce operational costs.
- Establish and monitor key performance indicators (KPIs) for service operations, including response times, resolution rates, customer satisfaction, and profitability.
- Build and maintain strong relationships with key customers, understanding their needs and ensuring the delivery of high-quality service solutions.
- Manage spare parts inventory, logistics, and supply chain to ensure timely availability for service operations.
- Develop and manage the service center budget, including forecasting, cost control, and revenue generation.
- Identify and implement opportunities for continuous improvement in service processes and technology.
- Ensure compliance with all FLSmidth policies, procedures, and ethical standards.
- Collaborate with sales, project management, and other internal departments to align service offerings with overall business objectives.
- Provide regular reports on service center performance to senior management.
Job Qualifications:**
- Bachelor's degree in Engineering (Mechanical, Electrical, or related field) or a relevant technical discipline. A Master's degree or MBA is a plus.
- Minimum of 10-15 years of experience in service management or operations within the industrial equipment, mining, cement, or heavy machinery sector.
- Proven track record of successfully leading and developing teams in a service-oriented environment.
- Strong understanding of service processes, field service operations, and customer relationship management.
- Excellent leadership, communication, interpersonal, and negotiation skills.
- Demonstrated ability to manage budgets, analyze financial data, and drive profitability.
- Proficiency in relevant software applications (e.g., CRM, ERP, service management platforms).
- Strong analytical and problem-solving abilities.
- Ability to travel extensively within India and occasionally internationally as required.
- Fluency in English is essential; knowledge of local Indian languages is an advantage.
- Results-oriented with a strong focus on customer satisfaction and operational excellence.
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