Pan India Service Head (Mumbai Based)
Job Location:
Monthly Salary:
Experience Required:
Posted on:
7 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Key Responsibilities
1. Service Operations Management
Lead end-to-end after-sales service operations across India.
Ensure timely resolution of customer complaints and breakdown calls.
Drive adherence to service SLAs and TAT commitments.
2. Preventive Maintenance Program
Design and implement preventive maintenance programs.
Ensure compliance with preventive maintenance schedules.
Improve equipment uptime and reliability.
3. Breakdown Service Management
Ensure rapid deployment of service engineers.
Analyze root causes of failures and implement CAPA.
4. Service Network Development
Build and manage a robust service partner network across India.
Conduct audits and performance reviews.
5. Customer Experience & Satisfaction
Own CSAT and NPS metrics.
Resolve escalated customer complaints.
6. Spare Parts & Inventory Management
Ensure availability of critical spare parts.
Optimize inventory and forecasting.
7. Service Quality & Compliance
Establish SOPs and quality audits.
Ensure adherence to safety and statutory requirements.
8. Team Leadership & Capability Building
Lead regional managers and field teams.
Drive training and certification programs.
9. Service Analytics & Reporting
Develop service dashboards and MIS.
Use analytics to improve performance.
10. Commercial & Financial Management
Manage service budgets and costs.
Drive AMC and service revenue growth.
Key Performance Indicators (KPIs)
Operational: Service TAT First Time Fix Rate PM Compliance Equipment Uptime.
Customer: CSAT NPS Escalation Rate.
Commercial: AMC Renewal % Service Revenue Warranty Cost.
People: Productivity Training Completion % Attrition.
Requirements
Desired Candidate Profile
Education: Bachelors Degree in Engineering (Mechanical/Electrical/Electronics/HVAC preferred) MBA preferred.
Experience:
1218 years in service operations.
Minimum 5 years in leadership roles managing multi-location service operations.
HVAC AC Consumer Durable Home Appliances Building Solutions or Industrial Equipment experience preferred.
Benefits
Key Competencies
Technical: HVAC systems knowledge preventive maintenance breakdown management warranty management spare parts management CRM systems.
Leadership: Strategic thinking stakeholder management customer orientation problem solving decision making change management.
Ideal Candidate Profile
Experience leading a nationwide service organization managing large service teams service partners seasonal demand spikes and delivering strong customer satisfaction and profitability.
Required Skills:
Desired Candidate Profile Education: Bachelors Degree in Engineering (Mechanical/Electrical/Electronics/HVAC preferred) MBA preferred. Experience: 1218 years in service operations. Minimum 5 years in leadership roles managing multi-location service operations. HVAC AC Consumer Durable Home Appliances Building Solutions or Industrial Equipment experience preferred.
Required Education:
B.E.
