Service Head

Location: Bengaluru

The Role :

We are looking for a Head of Service to build and scale our after-sales service ecosystem from the ground up.

This requires someone who has previously set up or significantly

scaled a service network.

The role will own the end-to-end service experience bringing together the service network, spare-parts availability, suppliers, processes and customer experience to deliver fast, reliable and delightful service.

Key Responsibilities :

Build & Scale the Service Network

• Design and set up the service network across priority markets, including the right mix of service partners and in-house capabilities.
• Define partner selection criteria, SLAs, commercial structures, training and governance mechanisms.
• Plan service capacity and geographic coverage in line with the growing installed base.

Spare Parts Planning & Availability

• Forecast spare-parts requirements based on installed base, failure rates and consumption trends, and share projections with sourcing/supply-chain teams.
• Ensure optimal allocation of available spares across service locations to minimize service turnaround time.
• Establish stocking norms and track parts availability, consumption and lead times.

Supplier & Product Quality

• Identify recurring field failures and work with suppliers, sourcing, quality and product teams on root-cause analysis and corrective actions.
• Ensure service learnings are incorporated into future production to reduce repeat product failures.
• Establish a structured feedback loop between customers, service teams and suppliers.

Customer Experience & Service Excellence

• Design the end-to-end service journey to minimize customer effort and maximize delight.• Establish SOPs and best practices covering service requests, diagnosis, repair, customer communication, escalation and closure.
• Continuously identify and eliminate friction points using service data and customer

feedback.

• Own key service metrics including TAT, First-Time Fix Rate, Repeat Repair Rate, Parts Fill Rate, SLA Adherence and CSAT/NPS.

What Were Looking For :

• 10+ years of experience in after-sales/service operations, preferably in consumer durables, appliances, EVs, automotive, electronics or similar product-led businesses.
• Proven experience building a service function/network from scratch or materially scaling one this is a critical requirement.
• Strong understanding of service-network design, partner management, spare-parts planning and field-service operations.
• Experience working with suppliers and product/quality teams to resolve field failures and improve future production.
• Strong customer orientation with a track record of improving service TAT, first-time fix and customer satisfaction.
• Comfortable operating in a 01 environment, combining strategic thinking with hands-on execution.
• Strong analytical, problem-solving, negotiation and stakeholder-management skills.
• Engineering/technical background preferred.