Description: General Manager - Service Management (SMT & Electronics Manufacturing Solutions).

Location: Noida / Bangalore (PAN India Responsibility).

Department: Service & Customer Experience.

Role Purpose:

The General Manager Service Management is a strategic leadership role responsible for building, scaling and transforming NMTronics service organization into a world-class, revenue-generating, customer-centric service engine.

This role will own PAN-India service operations, customer lifecycle management, service profitability, service team capability building, and OEM coordination (Fuji & other principals), ensuring NMTronics becomes the most trusted service partner in the SMT & Electronics Manufacturing ecosystem.

Key Responsibilities:

Strategic & Business Leadership:

- Build and execute the National Service Strategy aligned to NMTronics growth, aftermarket revenue and customer retention goals.

- Convert Service into a strong profit centre driving AMC, spares, upgrades, refurbishments and modernization programs.

- Define Service KPIs, SLAs, service revenue targets, cost optimization and productivity benchmarks.

- Drive customer experience excellence and NPS improvement across all service touchpoints.

PAN-India Service Operations:

- Own end-to-end service delivery across installation, commissioning, breakdown support, preventive maintenance, audits and modernization.

- Ensure uptime excellence and minimal MTTR for all installed SMT lines.

- Establish standardized SOPs, escalation matrices, documentation, and reporting systems.

OEM & Principal Management:

- Act as single point leadership interface with Fuji Japan and other OEM principals.

- Drive certifications, technology upgrades, joint service programs, and global best-practice adoption.

- Lead technical escalations and strategic resolution of critical customer issues.

Team Building & Capability Development:

- Build a high-performance PAN-India Service organization (Service Heads, Managers, Engineers).

- Define career paths, certification programs, skill matrices and training academies.

- Lead mentoring, succession planning and leadership development for service teams.

Customer Relationship & Key Account Ownership:

- Own strategic customer relationships for large EMS & electronics manufacturing customers.

- Participate in QBRs, escalation reviews, service improvement programs and renewal negotiations.

- Position NMTronics as a long-term technology & service partner.

Process Digitization & Governance:

- Lead implementation of Service ERP/CRM integration, ticketing systems, spares planning, dashboards and analytics.

- Drive audit readiness, EHS compliance, IPC compliance and ISO/service quality frameworks.

Technical Scope:

- Strong working knowledge of SMT manufacturing environments.

- High-level expertise in Fuji SMT platforms (NXTR, NXT series), feeders, placement heads, vision systems, line balancing and process optimization.

- Exposure to other SMT brands (ASM, Panasonic, Yamaha, etc.) is advantageous.

Qualification & Experience:

- BE / B.Tech / Diploma Electronics / Electrical / Mechatronics.

- 15+ years in SMT Service / Manufacturing / OEM environment.

- Minimum 8 - 10 years in senior leadership roles managing multi-location service operations.

- Proven experience in P&L management, team scaling, OEM coordination and customer lifecycle ownership.

Leadership Competencies:

- Strategic thinker with strong execution orientation.

- Commercial mindset & service business building capability.

- Customer-first mindset.

- Ability to build large teams and systems from scratch (important for NMTronics transformation phase).

- Strong communication, negotiation & stakeholder management skill.

Salary is negotiable based on the candidate's skills and experience.

The company offers competitive incentive packages, medical care for self and family, and other benefits.

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