- Senior
- Office in Kolkata
Area Service Manager ( SPECTRO BU ) – Eastern Region
Location: Kolkata
Department: Services
Reports To: Regional Service Manager
Job Purpose:
To lead and manage the technical service operations in the Eastern region of India, ensuring high-quality post-sales support, customer satisfaction, and revenue growth through service-related activities.
Key Responsibilities:
- Customer Support & Field Service
- Provide first and second-level technical support for SPECTRO products like ICP, XRF, ARC/SPARK Metal Analyzers etc.
- Handle on-site service activities including installation, preventive maintenance, repairs, upgrades, and training.
- Ensure timely resolution of customer issues and escalate complex problems to factory technical teams when needed.
- Team & Resource Management
- Supervise and support service engineers in the region.
- Ensure the team is equipped with necessary tools, documentation, and training.
- Maintain inventory of service tools and demo units.
- Service Sales & Revenue
- Identify and drive service sales opportunities such as annual maintenance contracts, Spare parts and consumables sales, calibrations, and upgrades.
- Collaborate with regional sales teams to support technical aspects of sales closures.
- Track service KPIs and ensure performance meets targets.
- Documentation & Reporting
- Maintain accurate service records in SFDC and customer interaction reports.
- Prepare monthly service performance reports for regional review.
Qualifications & Skills:
- Bachelor’s degree in Engineering (Electrical/Electronics/Instrumentation preferred).
- 12+ years of experience in technical service, preferably in Analytical Instrumentation systems.
- Strong troubleshooting skills using test equipment / Diagnostic SW etc.
- Excellent communication and customer handling skills.
- Proficiency in Microsoft Office and CRM tools like Sales Force.
- Ability to travel extensively within the region.
