Technology Service Support Specialist in Navi Mumbai, India

For over almost 60 years, our solutions have enabled impactful connections between some of the world's leading brands and their customers. We're a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (If you've ordered in-store or in the drive-thru at McDonald's somewhere in the world in the last few years, chances are you've interacted with our digital solutions.) We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. And together, as a Crew, we are revolutionizing the way the world's leading brands leverage technology to drive the best customer experiences.

To lead and optimise post-sales service operations across the business unit by delivering effective customer support, building scalable service capability, and enabling high-quality service outcomes. The role is responsible for developing service networks, driving operational efficiency, strengthening customer support processes, supporting project delivery, and identifying service-related revenue opportunities while maintaining strong cross-functional relationships.

Service Network & Capability - Develop and maintain a scalable and effective post-sales service capability across India to support customer demand and enable consistent service delivery.

Establish and expand local service support networks across key states and locations in line with business requirements.

Develop and implement support standards and processes to improve service effectiveness and customer experience.

Deliver training and capability development initiatives across the service support network and service teams.

Service Delivery & Operational Excellence - Ensure efficient and high-quality delivery of post-sales services through effective service coordination, performance management and operational governance.

Coordinate, manage and attend service activities and customer support requirements as needed.

Deliver service outcomes within agreed turnaround times (TAT) and customer commitments.

Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking.

Monitor service performance and support continuous improvement initiatives.

Service Commercial Performance - Support business growth through the development and expansion of service- led revenue opportunities.

Support forecasting and revenue projections associated with service offerings.

Identify and drive additional revenue opportunities through out-of-warranty component sales and services.

Customer & Stakeholder Management - Build trusted customer and internal partnerships to support service excellence and long-term operational outcomes.

Develop and maintain strong working relationships with customer project teams and internal stakeholders.

Partner with production teams to support ongoing availability of replacement components.

Qualifications And Experience

Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery.

Experience supporting post-sales service delivery, troubleshooting and customer support activities within a technical or operational environment.

Strong capability in planning, coordinating and executing multiple workstreams, with sound problem-solving and critical thinking skills.

Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes.

Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable.

Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous .

We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (The benefits include an annual market competitive bonus program and our 'Thrive Program' which includes a suite of flexible work options because we're strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a 'Give Back Day' to allow our Crew an opportunity to make an impact in the community.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).

Fraud Alert: Employment Scam Advisory

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. We do not contact employment candidates via email to solicit personal or financial information

All applications for employment must be submitted through our official website or directly through our LinkedIn profile: All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at] https://jobeax.com/link/YjnpYETceX7CvwdL [dot]co

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.