Operation Manager

After-Sales Service Manager to lead our Pan-India after-sales operations. You will manage 20+ field technicians and own complaint-to-closure execution across Indian Railways units, workshops, depots, and institutional customers.

 This is a modern, execution-heavy role. You will run field operations through our company app/CRM, ensuring technician attendance, site visits, service reports, and closures are captured in real time. The goal is simple: no complaint should remain unattended or poorly documented, and no deductions should happen due to missed timelines, missing attendance, or incomplete portal compliance.

Key Responsibilities

• Lead Pan-India Field Team (20+): Plan deployment, productivity, discipline, and performance across zones; manage travel, tools, and site readiness.
• App-Based Monitoring & Work Control: Use the company app to track technician location, attendance, job status, visit evidence, and daily outputs; ensure teams follow the workflow inside the app (not WhatsApp-only operations).
• Complaint-to-Closure Ownership: Drive end-to-end resolution of complaints, failures, rejections, and performance issues with clear timelines and escalation.
• Zero-Leakage on Portal Compliance: Ensure every complaint is acknowledged, attended, and closed with proper documentation so there are no payment deductions/penalties due to delayed attendance, missing visit proof, or incomplete reports.
• Men + Material Coordination: Coordinate spares/material movement, urgent dispatches, and manpower allocation so technicians reach site with the right parts and support.
• RCA & CAPA Execution: Coordinate technical investigations with QA/QC and Production; run structured RCA (5-Why/8D), ensure CAPA implementation, and prevent repeat issues.
• Service Documentation Discipline: Ensure complete service visit reports, commissioning/installation records, customer sign-offs, photos/evidence, and closure notes as per railway expectations.
• Dashboards & SLA Management: Maintain trackers/dashboards for open complaints, aging, repeat issues, response times, and closure quality; run daily/weekly reviews with field teams.
• Training & Field Readiness: Train technicians on installation standards, safety, professional site conduct, and documentation requirements inside the app.
• Customer Communication: Coordinate with railway officials/workshop teams to secure access, approvals, and closure acknowledgments smoothly and professionally.

Required Skills & Competencies

• Serving in the railways as a After sales manager for complaint monitoring is MANDATORY to apply for this role.
• Proven experience managing distributed field service teams in railways/automotive/industrial equipment/safety-critical manufacturing.
• Strong execution discipline: you can run SLA-based closures and stop issues from aging.
• Comfort with tech-enabled operations: app-based attendance, job tracking, CRM workflows, dashboard reporting.
• Strong coordination skills across QA/Production/Stores/Dispatch and external stakeholders.
• Strong documentation rigor and ability to defend closures with evidence.
• Good Excel/MIS capability for reporting and analysis.

Qualifications

• B.E./B.Tech/Diploma (Mechanical/Electrical/Production preferred).