Area Service Manager - Indoor Retail and Payments

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The position is responsible for allocating jobs and supervising field-based engineers within a designated region to ensure timely service delivery, SLA adherence, and operational efficiency. The role focuses on improving the technical capability and productivity of engineers, coordinating service activities through CRM/FSM, managing customer and spare-part related follow-ups, and supporting the State Head in implementing systems, field service processes, and project execution.
Allocate breakdown, preventive maintenance, installation, and project jobs to field engineers in a timely manner
Monitor and download pending complaints from FSM/ERP systems at regular intervals
Update complaint status, engineer feedback, and service activities in CRM/FSM and customer portals
Coordinate with stores for timely dispatch and reconciliation of required spares
Track and update spares requirements based on field engineer feedback from retail outlets
Follow up with engineers for timely submission of service reports, especially for billable and chargeable jobs
Send quotations to customers for chargeable jobs and attach customer approvals in FSM
Respond to customer calls and emails and ensure effective issue resolution
Ensure timely execution of DU installation, preventive maintenance, and project-related jobs
Support engineers during the introduction of new equipment, systems, or business activities
Report urgent concerns, abnormal field activities, and operational risks to the State Head/Zonal Head
Ensure balanced workload distribution across engineers by geography, retail outlet, complaint volume, and nozzle count
Verify availability of toolkits, PPE, and other essential field resources for engineers
Prepare and manage monthly schedules for engineers’ spares reconciliation
Coordinate with the commercial team for accurate planning of preventive maintenance and breakdown jobs to improve productivity
Follow up for return of defective spares to the service center on a weekly basis
Ensure compliance with company procedures, service standards, and Health & Safety policies
Maintain operational reports and participate in field service system/process implementation with the State Head
Required Skills / Qualifications / Certifications / Tech Stack
Bachelor’s degree / diploma in Electrical/Electronics
Minimum 5 years of field service experience
Good working knowledge of ERP/FSM/CRM systems
Strong computer proficiency in MS Word and MS Excel
Good coordination, planning, and execution skills
Ability to manage field operations and supervise service engineers
Strong communication skills for customer, internal team, and stakeholder coordination
Knowledge of service processes, spare management, and chargeable job handling
Understanding of Health & Safety requirements in field operations
Ability to work under pressure and ensure SLA-driven execution
Experience in managing field-based teams
Exposure to oil & gas, retail outlet, or petroleum equipment service operations
Familiarity with preventive maintenance planning and breakdown service management
Experience in handling customer escalations and service reporting systems
Working knowledge of workload planning and field productivity management
Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment. Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.Together, let’s power the way the world moves!
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