Senior Service Manager

Company Description Dynamic Technology Systems is a specialized distributor based in Mumbai, Maharashtra, supplies advanced research and testing technologies to industry, government organisation's and universities. The company offers products such as high end servo controlled Gleeble simulator, nano-mechanical testing,
surface and elemental analysis, microscopy & characterization systems used in research, and materials testing. Serving industrial and research clients, Dynamic Technology Systems supports high-end applications across manufacturing and laboratory environments. Prospective team members can expect to work with technically sophisticated equipment and contribute to solutions for demanding engineering applications and challenges.
Role Description The Senior Service Manager role is a full-time, hybrid position based in Mumbai, with flexibility for some work from home. This role oversees the end-to-end service function for advanced measurement and testing instruments and equipment, including planning and monitoring site preparation, installation, commissioning and training for maintenance and repair activities. The Senior Service Manager leads, sets performance standards, and ensures timely resolution of customer issues while maintaining safety and quality guidelines. Day-to-day responsibilities include communication with equipment manufacturer, managing service schedules, handling escalations, collaborating with sales and technical teams on customer requirements, and optimizing service processes and documentation. The role also involves building strong client relationships, analyzing service data to improve efficiency, and contributing to continuous improvement initiatives and growth across the organization.
Qualifications
Demonstrated experience managing field service or technical support teams, preferably in industrial equipment, instrumentation, or engineering environments.
Strong skills in customer relationship management, with the ability to handle escalations, negotiate solutions, and ensure high levels of client satisfaction.
Solid understanding of installation, maintenance, and troubleshooting processes for complex electro-mechanical equipment and instruments.
Proficiency in service planning, scheduling, and documentation using standard office and service management software tools while fostering a collaborative, inclusive work culture.
Good written and verbal communication skills in English; ability to explain technical issues clearly to both technical and non-technical users.
Strong organizational and analytical skills, with attention to detail and the ability to prioritize multiple service commitments.
Bachelor’s degree or Diploma in engineering, instrumentation, electro-mechanical equipment and devices
Willingness to travel to customer sites as needed and to work in a hybrid arrangement based out of Mumbai or the suburban areas.

Work arrangement
Hybrid