JOB RESPONSIBILITIES :
- 24×7 Service Call Management: Receive, prioritize, and coordinate customer service and breakdown calls based on urgency and machine downtime.
- Technician Planning: Plan daily technician schedules and allocate resources for breakdowns, servicing, preventive maintenance, installations, commissioning, and machine shifting.
- Customer Management: Handle Indian and international customers, resolve queries and complaints, provide updates, and maintain strong customer relationships.
- Spare Parts & Material Coordination: Coordinate spare-part requirements, quotations, approvals, availability, and dispatch with customers and internal departments.
- International Customer Coordination: Manage overseas customer meetings, service requirements, technical issues, spare parts, installations, and follow-ups.
- Quotation & Commercial Management: Monitor service, AMC, spare-part, installation, and commissioning quotations; follow up for approvals and negotiate within company guidelines.
- Technical Support: Assist technicians with technical issues and coordinate with senior engineers, management, suppliers, and manufacturers for complex problems.
- Technician Administration: Approve OT/OD, verify expenses, and monitor technician productivity, discipline, performance, and work quality.
- AMC & Preventive Maintenance: Plan AMC and preventive maintenance schedules, track renewals, and ensure services are completed on time.
- Reporting & Documentation: Review service reports, monitor pending jobs, maintain documentation, and provide management with regular updates.
- Overall Service Department Management: Ensure smooth coordination with Sales, Purchase, Stores, Accounts, Production, and Management while improving service response time, team efficiency, processes, and customer satisfaction. Team Management & Training: Manage the service team and provide training and guidance to employees and engineers.
- In short: The position involves overall responsibility for service operations, customer satisfaction, technician management, commercial coordination, technical support, AMC/maintenance activities, and continuous improvement of the Service Department.
XYZ is a globally established technology-driven manufacturing company specializing in complete textile printing solutions. The company designs, manufactures, and supplies advanced printing machines covering screen printing, digital printing, sublimation printing, and direct-to-film (DTF) technologies. Along with machinery, XYZ provides a full ecosystem of inks, consumables, application support, training, and after-sales technical services to its customers.
Founded in 1978, XYZ has over 45 years of industry expertise and serves clients across more than 30 countries worldwide. The company operates from its corporate headquarters in Mumbai, Maharashtra, and employs a strong workforce of approximately 500–1000 professionals.
XYZ caters to multiple end-use segments including fashion and sportswear, home textiles, signage, and promotional products. Known for its reliability, innovation, and strong service network, the company is recognized as one of Asia’s leading and most trusted providers of textile printing technology.
This role offers job seekers an opportunity to work with a reputed international manufacturing organization with exposure to advanced machinery, global quality standards, and long-term growth potential.