Manager- Service; N&W

Position: Manager- Service (N&W)
Manager
- Service is responsible for overseeing and managing service operations across multiple locations within a designated region. This role involves leading a team of Service Incharges, Service Engineers and technicians, ensuring high levels of customer satisfaction, operational efficiency, and adherence to company standards. The Manager- service will develop strategies to improve service delivery, optimize resource allocation, and drive business growth within the assigned area.

Location
- Gurgaon

Responsibility – Surface drills & Tunneling drills sites of North India.

Key Performance Areas

Ensure adherence to all Sandvik Mining policies and procedures, especially the EHS policies.
Promote and embed a safety culture within the Sandvik Service Team.
Coach, motivate, train, evaluate, and manage the service team in respective areas to accomplish business goals and objectives.
Track monthly productivity data and drive continuous improvement.
Develop direct relationships with customers and support parts sales lead generation.
Prepare and maintain the Monthly MIS for overall service operations.
Manage and develop all resources to achieve an optimum balance between customer satisfaction and financial objectives.
Ensure site maintenance processes and procedures are followed in compliance with Sandvik Global Standards, maximizing equipment availability (as per contractual obligations, if any).
Ensure Root Cause Analyses (RCA) are conducted and communicated to site teams to prevent recurrence of failures.
Plan maintenance activities and support inventory forecasting.
Drive dealer service team skill development initiatives.
Coordinate with Product Masters for product development and service bulletin implementation.
Ensure all team timesheets and fleet app entries are completed within timelines.

Your Character

Diploma or bachelor's degree in engineering
10–15 years' experience in the Service function, with at least 3–4 years in a leadership role.
P&L management experience.
Strong understanding of contracts and contract implementation.
Familiarity with local labour laws is desirable.
Exposure to maintenance planning systems will be an advantage.
Excellent knowledge of Environment, Health, and Safety (EHS) regulations and processes.

Other Required Competencies

Customer Focus
Strategic Mindset
Service Excellence
Speedy Execution of Business Plans
Knowledge of Safety Regulations in the Mining Industry
Product Knowledge
People Development
Contract Knowledge
Strong Written and Verbal Communication Skills
Strong Customer Service Orientation
Strong Safety Management Culture
High Level of Professionalism, Honesty, and Integrity
Leadership Skills and Results Orientation
Highly Developed Interpersonal Skills, including the ability to negotiate with customers at a senior level
Excellent Listening, Written, and Verbal Communication Skills