MKS Instruments
Website:
mks.com
Job details:
A Day in Your Life at MKS:
As the
Equipment Service Manager at
MKS Atotech India, you will lead and develop a team of Service Engineers responsible for delivering exceptional equipment service and technical support to customers across India. This role requires strong engineering expertise in highly automated electro-mechanical equipment, coupled with proven leadership capabilities and a customer-centric approach.
The primary objective of this position is to ensure the service organization delivers timely, efficient, and value-driven support to customers utilizing MKS Atotech equipment, thereby maximizing equipment performance, reliability, and customer satisfaction.
In this role, you will report directly to the
Business Manager. Location : Bangalore
You Will Make an Impact By:
- Service Team Leadership & Development
- Lead, mentor, and develop a team of Service Engineers to build a high-performance service organization.
- Provide technical guidance and escalation support during critical equipment breakdowns and complex service situations.
- Identify competency gaps and implement training programs to strengthen technical and service capabilities within the team.
- Assess future resource requirements and develop organizational capabilities to support business growth and new equipment opportunities.
- Equipment Reliability & Performance
- Establish and drive preventive maintenance programs to improve machine reliability and availability.
- Lead troubleshooting, root cause analysis, and corrective actions to achieve targeted Mean Time to Repair (MTTR) and Mean Time Between Failures (MTBF).
- Plan and execute equipment retrofit, upgrade, and modernization projects to improve performance and extend equipment lifecycle.
- Service Operations & Cost Optimization
- Develop strategies to optimize service delivery costs while maintaining high standards of customer support.
- Manage spare parts planning, inventory optimization, and retrofit project execution to maximize business and customer value.
- Monitor service performance metrics and implement corrective actions to achieve operational excellence.
- Own and support service revenue growth through spare parts, retrofit opportunities, preventive maintenance programs, and service contract/AMC initiatives
- Cross-Functional Collaboration
- Work closely with Product Management, Regional Business Teams, Technology Centers, and Global Equipment Teams to support product and equipment initiatives.
- Drive the implementation of auxiliary equipment strategies that ensure optimum chemistry performance and process efficiency at customer sites.
- Support new business development activities by providing technical expertise and service readiness planning.
- Customer Relationship Management
- Build and maintain strong relationships with key customers, partners, and stakeholders across the region.
- Conduct regular customer visits and business reviews to understand customer needs and identify opportunities for service enhancement.
- Resolve customer concerns effectively and ensure high levels of customer satisfaction and long-term partnership.
- Drive service quality KPIs including response time, resolution time, customer satisfaction, MTTR, MTBF, and first-time-right service performance.
Skills and Competencies :
- Education :
- Bachelor's or Master's Degree (B.Tech/M.Tech) in Electronics, Electrical Engineering, Mechatronics, Automation Engineering, or a related discipline.
- Experience:
- Minimum 10 years of experience in service and support of highly automated electro-mechanical equipment.
- Proven hands-on experience in equipment installation, troubleshooting, maintenance, and field service management.
- Minimum 3 years of experience leading and developing technical service teams.
- Experience supporting equipment within the electroplating, surface finishing, PCB, semiconductor, or related process industries is highly preferred.
- Technical, Leadership & Business Skills:
- Strong technical knowledge of automated electro-mechanical systems, controls, and industrial equipment.
- Demonstrated leadership, coaching, and team development capabilities.
- Excellent problem-solving and analytical skills with the ability to drive root cause investigations and continuous improvement initiatives.
- Strong customer orientation with a proven track record of building long-term customer relationships.
- Effective communication, presentation, and stakeholder management skills.
- Ability to analyze service data, prepare performance reports, and present business recommendations.
- Proficiency in CRM systems, Microsoft Office Suite, and service management tools.
- Ability to work effectively in a matrix organization and collaborate across global and regional teams.
- Willingness to travel up to 50% within India to support customers, service operations, and business development activities
Click on Apply to know more.