India Service Operations Manager / India Service Laboratory Manager

Title India Service Operations Manager / India Service Laboratory Manager Location: Bangalore, India Reporting To: Director, Service APAC Direct Reports: India Service Team (Estimated 8-12 employees) Work Mode: Full-time Onsite Position Summary The India Service Operations Manager is responsible for leading Fluke's service operations in India, including calibration, repair, technical support, customer service delivery, laboratory management, business development, and team leadership. This role will drive operational excellence, customer satisfaction, revenue growth, and capability expansion while establishing India as a strategic service hub supporting Fluke's long-term growth in the region. The successful candidate will manage daily service operations, develop local service capabilities, maintain quality and accreditation compliance, and lead a high-performing team focused on delivering world-class customer experience. The ideal candidate combines strong service operations leadership with technical understanding of Test & Measurement equipment and calibration services.

1. Service Operations Leadership Lead all repair, calibration, and technical support activities within India. Ensure achievement of Service KPIs including: Turn Around Time (TAT) On Time Delivery (OTD) Customer Satisfaction (CSAT) Backlog Management Service Revenue Operating Profit Develop and execute annual operating plans and growth strategies. Establish scalable service processes supporting business growth. 2. Business Growth & Commercial Development Develop strategies to grow service revenue and operating profit. Partner with Sales teams to promote calibration contracts, repair services, and service agreements. Identify market opportunities to expand local service capabilities. Support key customer engagements and strategic service initiatives. Drive service attachment rate improvement and recurring service revenue growth. 3. Laboratory & Quality Management Responsible for operation of the India calibration and repair laboratory. Ensure compliance with: ISO 17025 NABL requirements Fluke Quality Management System Local regulatory requirements Manage laboratory capacity planning. Drive continuous improvement of calibration and repair processes. Support introduction of new service capabilities and NPI service readiness. 4. Customer Experience & Service Excellence Establish and maintain high customer satisfaction standards. Resolve major customer escalations. Ensure consistent communication with customers and channel partners. Develop service offerings that increase customer confidence and loyalty. Implement Voice of Customer (VOC) improvements. 5. Financial & Business Management Own service P&L performance for India service operations. Manage operating budget, CapEx planning, and resource allocation. Monitor service productivity and utilization. Develop forecasts and business reviews. Identify cost reduction and efficiency improvement opportunities. 6. People Leadership Recruit, coach, mentor, and develop service professionals. Build a high-performance and customer-focused culture. Establish succession planning and talent development processes. Drive employee engagement and retention. Conduct performance management and career development discussions. 7. Cross Functional Collaboration Partner closely with: Sales Product Management Quality Engineering Supply Chain Global Service Teams Lead cross-functional initiatives supporting business growth and customer success. Act as the India service representative in regional and global programs.

Education Bachelor's degree in: Electronics Engineering Electrical Engineering Instrumentation Engineering Mechanical Engineering Industrial Engineering Related Technical Discipline Experience Minimum 10 years of experience in service operations, calibration, repair, technical support, or laboratory management. Minimum 5 years leading teams and managing people. Proven track