Pan India Service Head

Job Responsibilities JOB DESCRIPTION

• Service Operations Management
• Lead and manage daily service operations across assigned territories.
• Ensure prompt response to customer service requests and equipment breakdowns.
• Plan and optimize deployment of service engineers and technicians.
• Monitor service KPIs including response time, first-time fix rate, equipment uptime, and customer satisfaction.
• Ensure compliance with company service standards and procedures.
• Customer Relationship Management
• Build and maintain strong relationships with customers.
• Conduct regular customer visits to understand operational challenges and service requirements.
• Manage customer escalations and ensure timely resolution of critical issues.
• Support key account service reviews and performance discussions.
• Technical Support & Troubleshooting
• Provide technical leadership for complex equipment issues.
• Assist service teams with diagnostics, root cause analysis, and corrective actions.
• Coordinate with factory engineering teams on product quality concerns and technical improvements.
• Support commissioning and major project installations when required.
• Service Revenue & Business Development
• Drive growth in service revenue, maintenance contracts, inspections, upgrades, and refurbishment activities.
• Develop annual service business plans and budgets.
• Identify opportunities for cross-selling parts, services, and modernization solutions.
• Monitor service profitability and cost control.
• Collection responsibilities
• Warranty & Quality Management
• Ensure proper warranty claim administration and recovery.
• Monitor recurring equipment failures and implement preventive actions.
• Analyze service trends and identify improvement opportunities.
• Maintain accurate service documentation and records.
• Team Leadership & Development
• Recruit, coach, and develop service personnel.
• Establish performance goals and monitor team effectiveness.
• Conduct technical and safety training programs.
• Promote a culture of accountability, customer focus, and continuous improvement.
• Health, Safety & Compliance
• Ensure compliance with all company safety policies and local regulations.
• Conduct field safety audits and risk assessments.
• Promote safe work practices and incident prevention.
• Ensure service activities comply with environmental and quality standards.
• Parts & Inventory Coordination
• Work closely with the parts team to ensure parts availability.
• Monitor inventory levels for critical service components.
• Support forecasting and planning for spare parts demand.

Job Requirement

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related discipline.
• 10-15 years of experience in industrial equipment, cranes, construction equipment, heavy machinery, or manufacturing industries.
• Minimum 5 years in a service leadership role.
• Experience managing field service teams across multiple locations.
• Strong customer-facing experience in B2B environments.
• Maintenance and troubleshooting of industrial or heavy equipment.
• Service operations management.
• Warranty processes and technical diagnostics.
• Service contracts and aftermarket business management.
• ERP/CRM systems and service management software.