India Service Operations Manager / India Service Laboratory Manager

Overview

Lead Fluke's service operations in India, covering calibration, repair, technical support, customer service delivery, laboratory management, business development and team leadership, as a strategic service hub.

What you'll do

• Lead all repair, calibration and technical support activities within India.
• Achieve service KPIs including Turn Around Time (TAT), On Time Delivery (OTD), Customer Satisfaction (CSAT), backlog management, service revenue and operating profit.
• Develop and execute annual operating plans and growth strategies, and establish scalable service processes.
• Develop strategies to grow service revenue and operating profit, and drive service attachment rate improvement and recurring service revenue growth.
• Partner with Sales teams to promote calibration contracts, repair services and service agreements.
• Identify market opportunities to expand local service capabilities and support key customer engagements and strategic service initiatives.
• Operate the India calibration and repair laboratory, including capacity planning and continuous improvement of calibration and repair processes.
• Ensure compliance with ISO 17025 NABL requirements, the Fluke Quality Management System and local regulatory requirements.
• Support introduction of new service capabilities and NPI service readiness.
• Establish and maintain high customer satisfaction standards, resolve major customer escalations and ensure consistent communication with customers and channel partners.
• Develop service offerings that increase customer confidence and loyalty, and implement Voice of Customer (VOC) improvements.
• Own service P&L performance, manage operating budget, CapEx planning and resource allocation, and monitor service productivity and utilization.
• Develop forecasts and business reviews, and identify cost reduction and efficiency improvement opportunities.
• Recruit, coach, mentor and develop service professionals, and establish succession planning and talent development processes.
• Drive employee engagement and retention, and conduct performance management and career development discussions.
• Partner closely with Sales, Product Management, Quality Engineering, Supply Chain and Global Service Teams, and lead cross-functional initiatives.
• Act as the India service representative in regional and global programs.

What you'll need

• Bachelor's degree in Electronics Engineering, Electrical Engineering, Instrumentation Engineering, Mechanical Engineering, Industrial Engineering or a related technical discipline.
• Minimum 10 years of experience in service operations, calibration, repair, technical support or laboratory management.
• Minimum 5 years leading teams and managing people.
• Proven track record managing service operations and customer-facing organizations.
• Experience owning operational and financial performance.
• Strong understanding of calibration and measurement principles.
• Knowledge of Test & Measurement equipment.
• Understanding of ISO 17025 NABL accreditation, quality management systems and traceability requirements.
• Experience with calibration laboratory operations.
• Leadership competencies: strategic thinking, business acumen, customer focus, change leadership, cross-functional influence, talent development and data-driven decision-making.

Nice to have

• Experience in the Test & Measurement industry.
• Experience establishing new service centers or laboratory capabilities.
• Experience managing Authorized Service Providers.
• Experience supporting service business growth in the India market.
• Exposure to multinational organizations.
• Knowledge of Fluke, Tektronix, Keysight, Rohde & Schwarz or similar calibration/service environments.
• Lean, Six Sigma or FBS experience.

Details

• Location: Bangalore, India.
• Work mode: full-time, onsite.
• Reports to the Director, Service APAC; leads an India service team of an estimated 8-12 employees.