Technical Service Manager

Job Description: Technical Service Manager – Parts and Service Division

Purpose of the Role:

The Technical Services Manager will lead all service operations and teams across the territory to deliver world-class aftermarket support. The role drives service excellence, operational efficiency, team performance, customer satisfaction, and profitable growth in Service revenue. By managing field service, workshops, technical support, and service delivery processes, the incumbent ensures high equipment uptime, safety compliance, and value creation for customers across all segments within India operation in aligning India operations with global PSD strategies.

Key Responsibilities

• Safety, Compliance & Governance
  • Our aim is to achieve ZERO INJURY
  • Drive a strong culture of safety, health, and environmental responsibility.
  • Ensure adherence to Epiroc’s values, ethical standards, and contract obligation
• Develop and lead a cross- skilled service organization (field engineers, supervisors, workshop teams, technical support) through regional service team to achieve high performance and professional standards.
• Develop and execute the national/regional service strategy, service business plan, and budget for Service to support revenue growth, profitability, and market coverage.
• Develop and maintain tools to oversee service delivery for preventive maintenance, breakdowns, repairs, installations, audits, and service contracts across the territory.
• Ensure optimal resource allocation, workshop efficiency, and timely response to customer needs in diverse geographies and mining/infrastructure sites.
• Monitor and analyse service performance data; implement continuous improvement initiatives (e.g., predictive maintenance, failure analysis, process optimization).
• Lead and oversee the end-to-end warranty management process ensuring full compliance with Epiroc's warranty policies, terms, and procedures.
• Coordinate with field service teams, technicians, customers, and internal stakeholders (e.g., global warranty teams, product support, quality, and supply chain) to investigate warranty issues, perform root cause analysis (RCA), failure investigations, and corrective actions.
• Implement and monitor standardized warranty processes, including documentation, evidence collection (photos, reports, test data), escalation protocols, and closure tracking to reduce claim cycle times and financial leakage.
• Build and maintain strong relationships with key customers, addressing escalations and ensuring service value demonstration.
• Collaborate with sales/marketings, product support, and global functions to align service offerings with customer needs and installed base growth.
• Manage talent acquisition, training, competency development, and succession planning for the service team.
• Prepare accurate service forecasts, variance analysis, monthly/quarterly reports, and insights for senior leadership.

Qualifications and Experience:

•  Bachelor’s degree in mechanical/electrical/Automobile Engineering or equivalent.
• 10-15+ years in service/aftermarket operations in mining, heavy equipment, or industrial sectors, with 5+ years in leadership roles managing national/regional teams.
• Proven experience leading service in multi-country or diverse territory environments.
• Strong background in field service, workshop management, maintenance strategies, and customer uptime optimization.
• Familiarity with mining/infrastructure sectors in India, Nepal, Bhutan, Bangladesh, and Sri Lanka.
• Experience with distributor/channel service management and direct key account service is highly desirable.

Required Skills and Competencies:

• Strong leadership, coaching, and people management in multicultural teams.
• Excellent analytical, problem-solving, and data-driven decision-making skills.
• Commercial acumen with focus on service profitability and customer value.
• Proficiency in ERP/CRM tools reporting dashboards, and MS Office.
• Fluency in English; Hindi and other regional languages advantageous.
• Willingness to travel extensively, across the territory, including remote sites.

Location: Pune, Maharashtra, India 

Why should you apply for this position?

• Opportunity to lead a critical growth area in one of the world's leading mining and infrastructure equipment companies.
• Professional development, global exposure, and a collaborative, innovative culture.
• Commitment to diversity, inclusion, safety, and sustainability.

Epiroc is an equal opportunity employer. We value diversity and encourage applications from all qualified candidates.

• Freedom to bring your ideas to life
• Dynamic and challenging environment