Job Description:

Service Executive

Reports To: Director

Job Purpose: To lead and control all service, installation, and commissioning activities for machines supplied by Plex Machines, ensuring timely execution, technical accuracy, proper documentation, and high customer satisfaction. This role will act as the single point of accountability for all service operations.

 Reporting Team

• Mechanical Fitters
• Electrical Wiremen
• Automation Engineer
• Process Engineer
• Site Installation Teams

 Key Responsibilities

• Service Planning & Control
• Plan and schedule installation & commissioning activities.
• Allocate manpower based on project complexity.
• Ensure availability of tools, drawings, and documentation before dispatch.
• Monitor project timelines and escalate delays.

 GA & Technical Coordination

• Review General Arrangement (GA) drawings before site execution.
• Coordinate with the Design & Projects team for clarification on drawings.
• Communicate technical updates/modifications to the client.
• Ensure site execution matches the approved GA.

 Installation & Commissioning Management

• Oversee complete machine installation at the customer site.
• Ensure the Site Readiness Report is received before deputing service engineers.
• Ensure mechanical, electrical, automation & process alignment.
• Monitor trial runs and stabilization.
• Ensure performance parameters are achieved before handover.
• Close punch points and pending issues.

 Service & Breakdown Management

• Monitor breakdown calls and ensure timely response.
• Track service engineer movement and site visit reports.
• Reduce repeat complaints through root cause analysis.
• Maintain response time standards.

 Documentation & Reporting

• Ensure proper submission of:
  • Installation Reports
  • Trial Run Reports
  • Customer Sign-off Documents
  • Site Visit Report
• Maintain centralized service database.
• Prepare a monthly service summary report for management.
• Maintain Service Dashboard

 Customer Communication

• Act as the primary escalation point for domestic customers.
• Conduct periodic follow-ups post-installation.
• Maintain professional and technical communication.

 Internal Coordination

• Coordinate with:
• Dispatch (material readiness)
• Design (drawing clarifications)
• Automation (software updates)
• Participate in internal project review meetings.

 After-Sales Spare Parts Management

• Take overall responsibility for after-sales spare parts management.
• Coordinate with the transporter for the timely shipment of spare parts.
• Verify spare parts requests raised by service engineers.
• Ensure proper documentation of spare parts dispatch and delivery to customers.

 Process Improvements for all installed machines.

• Develop and implement standard operating procedures (SOPs)for installation and service activities.
• Improve service efficiency and reduce installation time.

 Required Qualifications

• Diploma / BE in Mechanical / Electrical
• 3–4 years of experience in the coordination of machine installation & commissioning.
• Strong understanding of mechanical + electrical + automation integration
• Fluency in Excel
• Good communication skills

 Required Skills

• Strong organizational and multitasking abilities.
• Ability to work independently and maintain confidentiality.
• Project planning capability
• Documentation discipline
• Customer handling skills