Mukunda Foods - Territory Service Manager
Description:
Job Summary:
We are seeking an experienced Territory Service Manager to oversee after-sales service operations within the assigned region. The role involves managing customer escalations, resolving technical issues, ensuring timely ticket closure, and driving service excellence. You will act as the primary point of contact for customers in the region while coordinating closely with internal teams to deliver best-in-class service support.
Key Responsibilities:
Service Delivery & Technical Support:
- Visit customer sites to diagnose and resolve technical issues across the assigned territory.
- Ensure all service tickets are closed within the defined Turnaround Time (TAT).
- Manage escalations and provide timely resolutions to enhance customer satisfaction.
Team & Field Operations Management:
- Guide and support field engineers/technicians in troubleshooting and service execution.
- Ensure adherence to service protocols, safety standards, and company guidelines.
Coordination & Reporting:
- Collaborate with internal teams including Spares, Logistics, and Technical Support to expedite resolutions.
- Maintain accurate documentation including service reports, visit logs, and ticket updates.
- Provide structured feedback to Product/R&D teams to support product improvement initiatives.
Customer Relationship Management:
- Handle all service-related queries efficiently, ensuring a high level of customer experience.
- Build strong customer relationships and act as the service representative for the region.
Experience & Industry Background
Experience: 4-8 years in Field Service, After-Sales, or Technical Support.
Preferred Industries:
- Commercial Kitchen Equipment
- Food Automation Equipment
- Electrical or Mechanical Equipment
- Industrial Machinery / Automation
Key Skills & Competencies:
- Strong technical troubleshooting abilities
- Customer handling & problem-solving skills
- Excellent communication and interpersonal skills
- Effective time management and prioritization
- Experience working with CRM / Ticketing systems
- Willingness to travel extensively within the assigned territory
- Ability to work independently and manage field operations end-to-end
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