Service Head

Job Description of Service Head-Service Department

Service Head – Key Responsibilities

• Oversee the overall operations of the service department — ensuring effective installation, maintenance, repair, commissioning and after-sales support for air-cooling / HVAC / ventilation / cooling equipment.

• Lead, manage and mentor the service team — technicians, engineers, field-staff, managers — including training, performance reviews, setting goals, career development, and periodic skill refreshers.

• Develop and implement service policies, standard operating procedures (SOPs), quality standards and safety procedures to ensure consistent, high-quality, and safe services. Plan and manage preventive maintenance programs and scheduled maintenance activities (AMC or contract-based maintenance), ensuring timely maintenance and reducing breakdowns.

• Oversee installation, commissioning, troubleshooting, repair and maintenance of cooling / HVAC / ventilation systems — including complex issues, major breakdowns, and quality checks.

• Manage spare parts inventory, procurement, and logistics, ensuring parts availability, minimizing delays, and optimizing costs. Act as escalation point for customer complaints, technical issues or complex service problems — ensuring prompt resolution and maintaining customer satisfaction.Monitor and track service metrics and KPIs — e.g. response time, first-time fix rate, TAT (turn-around time), customer satisfaction, service costs — and drive continuous improvement in service quality and efficiency.

• Coordinate with other departments (e.g. sales, production, quality, inventory) to streamline operations, feedback recurring issues to product/manufacturing teams, and ensure integrated workflow across the organization.

• Prepare and manage departmental budgets, forecasts and cost controls — including service operations costs, spare-parts costs, manpower costs, and profitability for service contracts and maintenance agreements.

• Oversee documentation — service records, maintenance logs, work orders, service reports, warranty/service-contract documents — ensuring compliance with company standards and regulatory/safety requirements. Promote a culture of safety, accountability, customer-centric service and continuous improvement within the service department.

Desired Skills & Qualifications

• Degree or diploma in Mechanical / Electrical / HVAC / relevant Engineering field (or equivalent technical background).
• Several years (5+ to 10+/ more, depending on company size) of relevant experience in HVAC / air-cooling / cooling equipment service and maintenance, preferably with some years in a supervisory/management role.
• Strong technical knowledge and understanding of cooling systems — air-cooling, ventilation, HVAC, electrical and mechanical systems, control systems, pumps, ducts, compressors etc.
• Proven leadership, team-management, mentoring and interpersonal skills.
• Good communication skills (verbal and written), customer-service orientation, conflict resolution, and ability to handle escalations professionally.
• Competence in managing inventory, spare parts, logistics, coordinating with suppliers/vendors, budgeting and cost control. Ability to implement and enforce safety, quality, standard processes and compliance with relevant regulations/standards.
• Organizational skills, ability to multitask, plan and schedule maintenance/service tasks, manage staff workload, and ensure delivery of service excellence under deadlines.

Strategic / Leadership Accountabilities

• Define and execute service strategy and vision in alignment with the company's business objectives.

• Drive continuous improvement — identify recurring service issues, analyze root causes, work with relevant departments (R&D/Production/Quality) to resolve design or manufacturing problems, and implement preventive measures.

• Expand and optimize the service network — manage relationships with external service partners/contractors, widen service reach, improve geographic coverage, and maintain partner performance standards.

• Develop and manage revenue stream from AMC / maintenance contracts / after-sales services / maintenance agreements — designing service packages, quotations, contracts and renewals.

EXPERIENCE= 3-6 years

Salary Structure = 25k-30k,after checking experience it will get hike up to 32k

Job Types: Full-time, Permanent

Pay: ₹32,000.00 - ₹38,000.00 per month

Work Location: In person