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Service & Hardware Support Specialist

Coates Group
Silvassa
•On-site•
Full-time
•
Posted 2 months ago
International Markets Client Services
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Job Description

To lead and optimise post-sales service operations across the business unit by delivering effective customer support, building scalable service capability, and enabling high-quality service outcomes. The role is responsible for developing service networks, driving operational efficiency, strengthening customer support processes, supporting project delivery, and identifying service-related revenue opportunities while maintaining strong cross-functional relationships.

Responsibilities

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.

    • Requirements

    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.

    • Ready to Apply?

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