Customer Care Manager

Job Description Position : Service Engineer / Senior Service Engineer Location : Pune / Mumbai (preferred) Industry- Automation / Industrial Machinery Function : Service engineering / Technical engineer / Role Overview : We are seeking a qualified Service Engineer with strong technical expertise in automatic soap wrapping packaging machines to join our customer service and aftersales team. The role involves regular customer visits for installation & commissioning (I&C) of new machines, breakdown support, troubleshooting, and preventive service activities to ensure optimal machine performance. The Service Engineer will play a critical role in enhancing customer satisfaction and loyalty through proactive service support, while also driving after sales growth by identifying opportunities for spares and service business through monthly machine audit programs. Key Responsibilities : Perform installation & commissioning (I&C) of new packaging machines at customer sites. Attend to breakdown complaints promptly, ensuring minimum downtime and smooth machine operations Diagnose and troubleshoot mechanical, electrical, and automation issues in packaging machines Deliver preemptive and preventive customer service to enhance machine reliability and performance Conduct regular machine audits to assess condition, identify risks, and propose upgrades / solutions Generate opportunities for aftersales business through spares, services, and service level agreements (SLA) Prepare accurate service reports and maintain detailed documentation of all customer interactions Train customer operators and maintenance staA on machine operation and best practices Ensure compliance with company policies, standards & safety protocols at all times Qualifications & Requirements : Bachelor’s Degree / Diploma in Mechatronics or Mechanical Engineering 8-10 years of experience in technical services of packaging machinery, preferably in soap wrapping machines Strong knowledge of mechatronics systems, mechanical assemblies, and automation controls Hands-on experience in troubleshooting electro-mechanical faults and executing preventive maintenance Customer-focused mindset with excellent communication and problem-solving skills Ability to work independently, travel extensively, and handle service assignments at customer sites Proficiency in MS OAice and technical reporting. CRM knowledge would be desirable Key Competencies : Technical expertise in packaging machinery service & support Strong analytical and troubleshooting abilities Commitment to customer satisfaction and proactive service Ability to identify business opportunities in aftersales High adaptability and willingness to travel