Service Operations Manager
We are looking for a seasoned Service Operations Manager who will take full ownership of customer satisfaction and service excellence across all post-sales operations. This role is focused on building a highly responsive and reliable service ecosystem that ensures timely issue resolution, minimizes downtime, and delivers a seamless customer experience. The candidate will lead experienced service teams, continuously monitor service quality, turnaround times, and customer feedback. Acting as the voice of the customer, this person will drive improvements in service delivery, reduce repeat issues, and ensure that every customer interaction strengthens trust and long-term relationships with Marut Drones.
About Marut
Marut Drones is India's leading Industrial Drone Manufacturer based in Hyderabad. Known for our powerful and innovative drones, we have developed popular models like Agricopter for precision agriculture, Hepicopter for long- range deliveries, Seed copter for afforestation, and Marut ZAP for mosquito eradication and disease prediction. Marut Drones has been recognized with numerous prestigious awards for its innovation and contributions to various sectors. These accolades include the FICCI Award for Sustainable Agriculture, the Telangana State Industries Award 2022 for Best Startup, the NASSCOM Emerging Technology Award for Drones and AI, and the South India Business Award. These awards highlight the company's commitment to excellence, sustainability, and its transformative impact across industries.
Key Responsibilities
1. Customer Experience Ownership
- Own end-to-end customer experience post-sales
- Capture and analyze customer feedback and recurring issues
- Drive customer satisfaction (NPS) and retention
- Act as escalation point for critical customer issues
2. Service Operations Leadership
- Lead and manage After Sales Engineers and Team Leads across regions
- Drive alignment, accountability, and performance across teams
- Build a scalable service delivery model
3. Process & SOP Development
- Design and implement standard operating procedures (SOPs)
- Define service SLAs, escalation matrix, and workflows
- Standardize processes across all service locations
- Continuously improve efficiency and turnaround time
4. Troubleshooting & Technical Support
- Diagnose technical issues related to drones and associated software.
- Guide service engineers and technicians in resolving complex problems.
- Ensure timely resolution of breakdowns and customer complaints.
- Maintain knowledge of the latest drone technologies and upgrades.
5. Cross-Functional Collaboration
- Work closely with R&D, Production, and Sales teams
- Provide structured feedback for product and process improvements
- Ensure smooth coordination between field teams and internal teams
Required Skills & Competencies
- Excellent customer handling and escalation management
- Analytical thinking and data-driven decision making
- Ability to manage senior and experienced teams
- Strong communication and cross-functional collaboration
Educational Qualifications
- Bachelor's degree in engineering (Electronics, Mechanical, Aerospace, Robotics or related field).
- Additional certifications in UAV / Drone technology will be an added advantage.
Experience
- 8- 12+ years in After Sales / Service Operations
- Minimum 3-5 years in team leadership role (managing team leads or regional teams)
- Experience in scaling service operations across multiple locations
- Farm Equipment, EV companies (Ola Electric, Ather, etc.), Industrial equipment (JCB, Bosch, Caterpillar), Telecom infra service, Agri tech companies.
Compensation
Competitive and we are open to discuss.
