Service & Hardware Support Specialist

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

Develop and maintain a scalable and effective post-sales service capability across India; Establish and expand local service support networks across key states and locations; 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; 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 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; Support business growth through development and expansion of service-led revenue opportunities; Develop and implement Annual Maintenance Contract (AMC) models for 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; Build trusted customer and internal partnerships to support service excellence; 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

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; Strong written and verbal communication skills in English and local language(s)

Nice to have

Salesforce experience; understanding of South Indian languages

Benefits

Annual market competitive bonus program; Thrive Program with flexible work options; Dedicated time to prioritize health and wellbeing; Global Wellness paid day off; Give Back Day; Rapid career advancement opportunities