Role Overview

The Manager - Industrial Printer Service will be responsible for overseeing the service operations of industrial printing equipment (e.g., large-format, digital, flexographic, or offset industrial printers). The role involves leading a team of service engineers, ensuring high uptime of customer-installed machines, driving service quality, managing spare parts inventory, and enhancing customer satisfaction. The manager will also play a key role in developing service strategies, preventive maintenance programs, and escalation management.

Key Responsibilities

1. Service Operations Management

- Oversee end-to-end service operations for industrial printers across multiple client sites.

- Ensure timely installation, commissioning, preventive maintenance, and breakdown support.

- Define and implement service processes and SOPs to improve efficiency.

- Maintain optimal response time, resolution time, and customer equipment uptime.

2. Team Leadership & Development

- Lead, guide, and mentor a team of field service engineers and technical support staff.

- Conduct technical training, skill assessments, and certifications for the service team.

- Develop manpower planning and resource allocation to meet service demands.

- Foster a culture of accountability, customer focus, and continuous improvement.

3. Customer Relationship & Escalation Handling

- Act as the primary point of contact for escalated service issues.

- Build and maintain strong relationships with key customer stakeholders.

- Conduct regular service review meetings with major clients.

- Implement customer feedback mechanisms to improve service delivery.

4. Technical & Process Excellence

- Drive adoption of remote diagnostic tools, predictive maintenance, and service automation.

- Ensure service documentation, service logs, and technical reports are updated.

- Work with OEMs and vendors for technical upgrades, warranty claims, and escalations.

- Stay updated with latest industrial printing technologies and service best practices.

5. Business & Financial Management

- Monitor service budgets, expenses, and cost optimization measures.

- Manage spare parts inventory, ordering, and vendor coordination.

- Support in developing AMC (Annual Maintenance Contract) and service revenue models.

- Track service KPIs (MTTR, MTBF, SLA compliance) and present periodic reports to management.

Key Skills & Competencies

- Strong technical expertise in industrial printing machines (large-format, digital, offset, flexo, inkjet, or similar).

- Proven experience in troubleshooting mechanical, electrical, and software issues.

- Excellent leadership and people management skills.

- Strong customer service orientation with problem-solving ability.

- Proficiency in service management systems (CRM/ERP tools).

- Good communication, negotiation, and stakeholder management skills.

Qualifications & Experience

Education: B.E./B.Tech in Electronics, Electrical, Mechanical, Mechatronics, or related field.

Experience:

- 10+ years in industrial printer service/maintenance, with at least 3-5 years in a managerial role.

- Experience in handling service teams across regions preferred.

- Exposure to OEM service processes, AMC management, and spare parts planning desirable.

Performance Metrics (KPIs):

- Customer equipment uptime %

- SLA adherence (response & resolution times)

- AMC revenue growth and renewal rates

- Customer satisfaction (NPS/CSAT) scores

- Team skill development and retention

- Cost efficiency in service operations