Job Description
Objective:
To lead and expand the After Market Division of Cosmos Pumps Pvt. Ltd. by driving service excellence, spare parts sales, service dealer network development, and customer delight while ensuring efficient service operations and optimized inventory across regions.
Key Responsibilities:
- After Market Business Growth
- Develop and execute strategies to expand After Market revenue through AMC contracts, spare part sales, and service packages.
- Identify new opportunities with existing and potential clients for maintenance services and
spare business.
- Service Dealer Development & Handling
- Develop and appoint regional service dealers and authorized service centers across India.
- Conduct training, audits, and performance evaluations of service partners to ensure adherence to Cosmos service standards.
- Build long-term partnerships with dealers for mutual business growth and customer coverage in remote locations.
- Monitor dealer performance on service response, spares management, and customer
satisfaction.
- Customer Satisfaction & Service Excellence
- Ensure quick response and resolution for customer complaints, breakdowns, and field service requests.
- Implement preventive and predictive maintenance programs to enhance reliability and uptime.
- Conduct regular customer feedback sessions and service quality audits to maintain satisfaction levels above benchmarks.
- Team Leadership & Operations
- Lead and mentor a pan-India service team of engineers, executives, and regional service partners.
- Set clear KPIs for response time, service quality, and spare sales.
- Drive a culture of accountability, ownership, and performance within the service team.
- Inventory & Process Management
- Maintain optimum spare parts inventory for all regional centers and dealers.
- Coordinate with Purchase and SCM for forecasting, stock planning, and vendor control.
- Oversee RCA (Root Cause Analysis) reports, warranty claims, and service documentation.6. Collaboration & Reporting
- Work closely with Sales, Production, and Quality teams for feedback and product improvement.
- Prepare monthly service MIS reports covering key metrics – service calls, spares turnover, AMC renewals, and dealer performance.
- Present service performance data and improvement plans to management.
- Continuous Improvement
- Standardize service procedures, manuals, and checklists for uniform service delivery.
- Monitor MTTR (Mean Time to Repair) and MTBF (Mean Time Between Failures) for field equipment.
- Promote digital tools for service tracking, scheduling, and customer feedback management.
Location
Faridabad, Haryana
Experience
Minimum 12 years
Skills and Qualifications
Key Skills & Competencies:
- Strong technical understanding of Dewatering, Slurry, and Industrial Pumps
- Proven ability in After Market Business Development and Service Dealer Management
- Leadership and mentoring skills for a geographically distributed team
- Excellent communication and customer relationship management skills
- Knowledge of AMC operations, RCA, spares planning, and service MIS
- Proficiency in ERP / KEKA / SAP systems
Qualification:
- B.Tech / Diploma in Mechanical or Electrical Engineering
- MBA in Operations / Marketing (Preferred)
Other Details:
- Travel Requirement: Frequent travel across India for dealer visits, service audits, and customer meetings.
- Team Size: Approx. 10–12 service engineers + regional service partners/dealers.
- Focus Areas: After Market growth, Service Dealer Development, Spare Sales, and Customer Delight.
About Cosmos Pumps Pvt. Ltd.
Cosmos Pumps Pvt. Ltd. is a leading manufacturer of industrial and dewatering pumps, known for its innovation, performance, and reliability. The company’s After Market Division plays a key role in delivering unmatched service, spare availability, and customer support. The Service Manager will be instrumental in strengthening Cosmos Pumps’ service network, developing dealers, and driving customer satisfaction across India.