Service Head

JOB DESCRIPTION OF SERVICE HEAD (PAN INDIA)

Department: Service

Reporting To: Director

Experience: 10 yrs plus.

Required Qualifications: B TECH / BE With work experience on all kind of Machines or Garage Equipments.

Base location: Mumbai.

Key skills

Garage equipment Team Handling Service Call Resolution Time Escalations Customer Relationship Productivity Technical Coordination Preventive Maintenance Installation Commissioning Training & Knowledge Development

Main Responsibilities:

1. Manage Pan-India Service Team

• Supervise and coordinate all field service engineers across India.
• Allocate engineers based on geography, expertise, workload and urgency.
• Monitor engineer performance, productivity and discipline.
• Identify training and skill gaps within the service team.

2. Service Call Management

• Follow our CRM to ensure every service complaint is logged,assigned and closed within defined timelines.
• Priorities breakdowns and critical customer complaints.
• Monitor pending/open calls and ensure there are no unattended complaints.
• Escalate serious or delayed cases to the Service Head/Management.

3. Improve Response & Resolution Time

• Set measurable targets for engineer response time and complaint closure.
• Analyse reasons for delays and implement corrective action.
• Ensure engineers carry the necessary tools, technical information and commonly required spares.

4. Customer Relationship & Escalations

• Personally handle important/key customer escalations.

5. Engineer Productivity

• Track visits, jobs completed, repeat visits and pending jobs for every engineer.
• Reduce unnecessary travel and improve route/visit planning.
• Ensure engineers spend maximum productive time in the field.
• Review engineer performance on a weekly/monthly basis.

6. Spare Parts & Technical Coordination

• Coordinate with stores/spares team to ensure availability of critical service parts.
• Identify frequently failing components and recommend stocking levels.
• Track warranty claims and ensure timely closure.
• Feed recurring technical problems back to suppliers/manufacturers.

7. Preventive Maintenance

• Develop and promote AMC/service contracts for installed equipment.
• Ensure preventive maintenance schedules are followed.
• Identify customers whose equipment requires periodic servicing.
• Work with the sales team to generate service/AMC opportunities.

8. Installation & Commissioning

• Plan and supervise installation and commissioning of new equipment.
• Ensure installations are completed correctly and within committed timelines.
• Ensure proper handover and customer/operator training.

9. Training & Knowledge Development

• Conduct regular technical training for service engineers.
• Create standard troubleshooting procedures/checklists.
• Ensure knowledge is shared across the entire service team rather than remaining with individual engineers.
• Coordinate technical training with overseas suppliers/OEMs when required.

10. Service Reporting & MIS

• Prepare weekly/monthly service performance reports for management through the CRM.

11. Coordination with Sales Team

• Maintain close coordination between sales and service teams.
• Ensure service is involved before major equipment installations.
• Identify additional equipment/spares/AMC opportunities during service visits and pass qualified leads to sales.
• Ensure service issues do not negatively affect future sales.

12. Continuous Improvement

• Identify recurring service problems and develop permanent solutions.
• Analyse warranty and breakdown data to identify product-quality issues.
• Recommend improvements in products, installation procedures, training and service processes.
• Build a professional, scalable Pan-India service system.