Service & Hardware Support Specialist

Key Responsibilities for the role

Service Network & Capability - Develop and maintain a scalable and effective post-sales service capability across India to support customer demand and enable consistent service delivery. ​

Establish and expand local service support networks across key states and locations in line with business requirements. ​

Develop and implement support standards and processes to improve service effectiveness and customer experience. ​

Deliver training and capability development initiatives across the service support network and service teams. ​

Service Delivery & Operational Excellence - Ensure efficient and high-quality delivery of post-sales services through effective service coordination, performance management and operational governance. ​

Coordinate, manage and attend service activities and customer support requirements as needed. ​

Deliver service outcomes within agreed turnaround times (TAT) and customer commitments. ​

Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking. ​

Monitor service performance and support continuous improvement initiatives. ​

Service Commercial Performance - Support business growth through the development and expansion of service- led revenue opportunities. ​

Develop and implement Annual Maintenance Contract (AMC) models for the India market. ​

Support forecasting and revenue projections associated with service offerings. ​

Identify and drive additional revenue opportunities through out-of-warranty component sales and services. ​

Customer & Stakeholder Management - Build trusted customer and internal partnerships to support service excellence and long-term operational outcomes. ​

Develop and maintain strong working relationships with customer project teams and internal stakeholders. ​

Partner with production teams to support ongoing availability of replacement components. ​

Drive positive customer outcomes and contribute to strong customer satisfaction and QBR results.

Qualifications and experience

Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery. ​

Experience supporting post-sales service delivery, troubleshooting and customer support activities within a technical or operational environment. ​

Strong capability in planning, coordinating and executing multiple workstreams, with sound problem-solving and critical thinking skills. ​

Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes. ​

Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable. ​

Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous . ​

Demonstrated ability to build effective working relationships across customers, suppliers and cross-functional internal teams.