General Manager Customer Service (SMT & Electronics Manufacturing Solutions)

General Manager – Service Management (SMT & Electronics Manufacturing Solutions)Location: Noida / Bangalore (PAN India Responsibility)Department: Service & Customer ExperienceRole PurposeThe 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 Responsibilities1. 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.2. 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.3. 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.4. 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.5. 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.6. 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 skillSalary range: INR 50 - 60 LPA. 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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