Service Operations Manager / Service Laboratory Manager

Position Title

India Service Operations Manager / India Service Laboratory Manager

Location: Bangalore, India
Reporting To: Director, Service APAC
Direct Reports: India Service Team (Estimated 8-12 employees)
Work Mode: Full-time Onsite

Position Summary

The India Service Operations Manager is responsible for leading Fluke's service operations in India, including calibration, repair, technical support, customer service delivery, laboratory management, business development, and team leadership.

This role will drive operational excellence, customer satisfaction, revenue growth, and capability expansion while establishing India as a strategic service hub supporting Fluke's long-term growth in the region.

The successful candidate will manage daily service operations, develop local service capabilities, maintain quality and accreditation compliance, and lead a high-performing team focused on delivering world-class customer experience.

The ideal candidate combines strong service operations leadership with technical understanding of Test & Measurement equipment and calibration services. 

Key Responsibilities

1. Service Operations Leadership

• Lead all repair, calibration, and technical support activities within India.
• Ensure achievement of Service KPIs including: 
  • Turn Around Time (TAT)
  • On Time Delivery (OTD)
  • Customer Satisfaction (CSAT)
  • Backlog Management
  • Service Revenue
  • Operating Profit
• Develop and execute annual operating plans and growth strategies.
• Establish scalable service processes supporting business growth.

2. Business Growth & Commercial Development

• Develop strategies to grow service revenue and operating profit.
• Partner with Sales teams to promote calibration contracts, repair services, and service agreements.
• Identify market opportunities to expand local service capabilities.
• Support key customer engagements and strategic service initiatives.
• Drive service attachment rate improvement and recurring service revenue growth.

3. Laboratory & Quality Management

• Responsible for operation of the India calibration and repair laboratory.
• Ensure compliance with: 
  • ISO 17025
  • NABL requirements
  • Fluke Quality Management System
  • Local regulatory requirements
• Manage laboratory capacity planning.
• Drive continuous improvement of calibration and repair processes.
• Support introduction of new service capabilities and NPI service readiness.

4. Customer Experience & Service Excellence

• Establish and maintain high customer satisfaction standards.
• Resolve major customer escalations.
• Ensure consistent communication with customers and channel partners.
• Develop service offerings that increase customer confidence and loyalty.
• Implement Voice of Customer (VOC) improvements.

5. Financial & Business Management

• Own service P&L performance for India service operations.
• Manage operating budget, CapEx planning, and resource allocation.
• Monitor service productivity and utilization.
• Develop forecasts and business reviews.
• Identify cost reduction and efficiency improvement opportunities.

6. People Leadership

• Recruit, coach, mentor, and develop service professionals.
• Build a high-performance and customer-focused culture.
• Establish succession planning and talent development processes.
• Drive employee engagement and retention.
• Conduct performance management and career development discussions.

7. Cross Functional Collaboration

• Partner closely with: 
  • Sales
  • Product Management
  • Quality
  • Engineering
  • Supply Chain
  • Global Service Teams
• Lead cross-functional initiatives supporting business growth and customer success.
• Act as the India service representative in regional and global programs.

Required Qualifications

Education

• Bachelor's degree in: 
  • Electronics Engineering
  • Electrical Engineering
  • Instrumentation Engineering
  • Mechanical Engineering
  • Industrial Engineering
  • Related Technical Discipline

Experience

• Minimum 10 years of experience in service operations, calibration, repair, technical support, or laboratory management.
• Minimum 5 years leading teams and managing people.
• Proven track record managing service operations and customer-facing organizations.
• Experience owning operational and financial performance.

Technical Competencies

• Strong understanding of calibration and measurement principles.
• Knowledge of Test & Measurement equipment.
• Understanding of: 
  • ISO17025
  • NABL accreditation
  • Quality Management Systems
  • Traceability requirements
• Experience with calibration laboratory operations.

Leadership Competencies

• Strategic thinking
• Business acumen
• Customer focus
• Change leadership
• Cross-functional influence
• Talent development
• Data-driven decision-making

Preferred Qualifications

• Experience in Test & Measurement industry.
• Experience establishing new service centers or laboratory capabilities.
• Experience managing Authorized Service Providers.
• Experience supporting service business growth in India market.
• Exposure to multinational organizations.
• Knowledge of Fluke, Tektronix, Keysight, Rohde & Schwarz or similar calibration/service environments.
• Lean, Six Sigma or FBS experience preferred.