Job Summary / Purpose of PositionResponsible for Service ManagerRole and ResponsibilitiesIn charge for field service support in collaboration with the field managers, Service Business, warranty administration, Inventory planning for warranty to ensure the customer satisfaction, support for the Customer Service staff and operational assistance to Head of Customer Service.Organization level:1) Position : Manager Service HO2) The employee reports to : Head of Customer ServiceResponsibilities/Duties:Operational assistance to the Head of Customer Service.Act as a strong link between Customer Service & Sales Department.Ensure Customer Satisfaction to a very high level.Ensuring Caring, developing and winning back of lasting customer relationships.Ensure warranty recoveries thru the warranty team.Generate ideas and implement them to generate the spares & service business viz AMC, FMC, Paid Jobs, component repairs, training etc.Ensuring adequate inventory of common warranty failuresHelp generate operation and maintenance costing for sales department.Train company and Customer Service staff with Head of Customer Service, Service Managers.Do the skill mapping of the field team and draw training plan accordingly.Create failure analysis reports/ generate statistics for taking up with factories.Assure technical support to Field and HO Service Team and the sales departmentEnsure adherence to warranty policies including fitment of warranty parts, return of failed parts.Ensure all the mandatory services, service checks are done in time by field team.Planning of tools, software availability with all engineers.Ensure all service records are up to dateBe a collaborative member between warranty team and finance for warranty claimsMonthly reporting to principal, LID finance, Service Head, Divisional Head etc.Qualification and Education RequirementsBachelor of Engineering (Mechanical/Mining) / Diploma in Mechanical EngineeringExperienceShould have 15-18 years of working experience on Earthmoving and mining equipment as Service/Sr. Service engineer/Asst Manager Service/Warranty Manager. Preferably Excavators, Wheel Loaders, Dozers etc.Preferred Skills / Special SkillsWell conversant with hydraulic, electrical systems and engine systems.Well conversant with Service Business viz FMC, AMC etc.Working on ERP for warranty claim generation.Our Offer:- Compensation at par with industry standards | Coporate Health Insurance & term life insurance.- Financial Stability | annual reviews | service awards & reward recognization | career progression- Join a dynamic and safety foucsed teamHave we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Sneha Shelke at: sneha.shelke@liebherr.com.One Passion. Many Opportunities.The companyLiebherr India Private Limited with its main site in Mumbai was founded in 2006. It is responsible for sales and customer service of maritime cranes, construction machines (earthmoving, special deep foundation, tower cranes, and concrete technology), mining, mobile and crawler cranes and material handling technology in India and some neighbouring countries.LocationLiebherr India Private LimitedKesar Solitaire, 25th & 26th Floor, Plot No. 5, Sector 19Sanpada, Navi Mumbai - 400705, IndiaContactMs. Sneha Shelkesneha.shelke@liebherr.com
