Service Manager

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries. 

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Key Responsibilities - Service Manager

1. Service Operations

·       Lead and manage all India service operations for Test & Measurement equipment.

·       Establish and maintain efficient processes for installation, commissioning, preventive maintenance, calibration, troubleshooting and repair.

·       Ensure service requests are handled within defined SLA/TAT.

·       Monitor service backlog, pending repairs, turnaround time and engineer productivity.

·       Develop processes to minimize repeat failures and customer complaints.

·       Ensure proper documentation of service reports, repair history and customer records.

2. Customer Service & Technical Support

·       Act as the senior escalation point for critical technical and customer issues.

·       Visit key customers when required to resolve complex service issues.

·       Develop strong relationships with major accounts, OEMs, R&D organizations, laboratories, PSUs, defence organizations, universities and semiconductor/automotive customers.

·       Conduct periodic customer satisfaction reviews.

·       Drive improvement in CSAT/NPS and first-time-fix rate.

3. Service Revenue & Business Development

·       Own the service business revenue target.

·       Develop and grow:

o   AMC

o   CMC

o   Calibration contracts

o   Extended warranty

o   Installation & commissioning

o   Preventive maintenance

o   Repair services

o   On-site support contracts

o   Training services

·       Identify opportunities for service contract renewal and upselling.

·       Develop annual service business plans and revenue forecasts.

·       Work closely with the Sales team to identify service opportunities within existing accounts.

·       Prepare commercial proposals and negotiate service contracts with customers.

4. Team Management

·       Lead and mentor a team of Field Service Engineers, Application/Technical Support Engineers and Service Coordinators.

·       Plan manpower requirements based on geographical coverage and business growth.

·       Allocate service calls based on technical capability, location and priority.

·       Conduct performance reviews and develop individual training plans.

·       Build technical competency within the service organization.

·       Establish KPIs for engineers and service personnel.

5. Calibration & Quality

·       Manage calibration activities in accordance with applicable standards and company procedures.

·       Ensure calibration traceability and proper documentation.

·       Coordinate with accredited calibration laboratories where required.

·       Ensure service activities comply with quality, EHS and company policies.

·       Drive corrective and preventive actions for recurring failures.

6. OEM & Principal Management

Where applicable, manage relationships with international OEM/principal companies.

Responsibilities include:

• Technical escalation management
• Warranty claims
• Spare-parts coordination
• Repair authorization
• Service training
• Product certification
• Service documentation
• Technical bulletins
• Service-level agreements
• Joint customer visits

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture.  We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status.  We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances.  Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Are you being referred to one of our roles? If so, ask your connection at Yokogawa
about our Employee Referral process!