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City Operations Lead (Service & After-Sales)
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
8-10years
Experience Required:
Posted:
25 June 2026 (30+ days ago)
Posted:
Application Deadline:
22 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Key Responsibilities
1. City Service Operations Management
Own complete after-sales service operations within the city.
Ensure timely resolution of customer complaints and breakdown calls.
Drive adherence to service SLAs TAT and first-time fix targets.
2. Preventive Maintenance (PM) Execution
Implement preventive maintenance programs across customers in the city.
Ensure PM schedule compliance and improve equipment uptime and reliability.
Monitor and close PM backlogs.
3. Breakdown & Escalation Management
Ensure quick deployment of service engineers and partners.
Handle critical escalations and high-priority customers.
Conduct root cause analysis and implement corrective and preventive actions (CAPA).
4. Service Partner & Field Team Management
Manage city-level service engineers and service partners.
Track partner performance productivity and quality metrics.
Conduct audits reviews and regular performance feedback sessions.
5. Customer Experience & Satisfaction
Own CSAT and NPS scores for the city.
Resolve escalated customer complaints and ensure service recovery.
Build strong relationships with key customers and accounts.
6. Spare Parts & Inventory Coordination
Ensure availability of critical spare parts within the city.
Coordinate with regional teams for inventory planning and forecasting.
Reduce downtime due to part non-availability.
7. Service Quality Safety & Compliance
Ensure adherence to SOPs safety standards and statutory requirements.
Conduct quality audits and corrective action tracking.
8. Team Leadership & Capability Building
Lead mentor and train city service teams.
Ensure completion of technical and safety training programs.
Drive productivity and engagement of field teams.
9. Service MIS & Reporting
Track daily weekly and monthly service performance dashboards.
Share city MIS with regional stakeholders.
Use data insights to improve operational efficiency.
10. Commercial & Financial Performance
Drive AMC renewals and service revenue growth within the city.
Control service costs warranty expenses and operational budgets.
Support regional targets for service profitability.
Requirements
Desired Candidate Profile
Education:
Bachelors Degree in Engineering (Mechanical / Electrical / Electronics / HVAC preferred)
Experience:
612 years of experience in service operation
At least 24 years in a city-level or team leadership role
Experience in HVAC AC Consumer Durable Home Appliances Building Solutions or Industrial Equipment preferred.
Benefits
Key Competencies
Technical:
HVAC / equipment service knowledge
Preventive maintenance & breakdown handling
Warranty & spare parts coordination
CRM and service management systems
Behavioral & Leadership:
Strong customer orientation
Team leadership and stakeholder coordination
Problem-solving and decision-making
Execution focus and accountability
Required Skills:
Desired Candidate Profile Education: Bachelors Degree in Engineering (Mechanical / Electrical / Electronics / HVAC preferred) Experience: 612 years of experience in service operation At least 24 years in a city-level or team leadership role Experience in HVAC AC Consumer Durable Home Appliances Building Solutions or Industrial Equipment preferred.
Required Education:
Mechanical/ Electrical
