Service Head

Role- Service Head

Department: Service / Operations

Reporting To: Managing Director / Business Head

Location: Vashi Navi Mumbai (with pan-India travel as required)

Experience

1015 years in electronic security / ELV / service operations; leadership experience preferred

1. Role Purpose

The Service Head will own Zinq Electronics end-to-end service delivery function across India ensuring timely resolution of customer complaints strong AMC execution preventive maintenance effective field-force utilisation technical quality customer satisfaction and profitable service operations. The role will be accountable for building a disciplined technology-driven service organisation with clear SLAs escalation mechanisms dashboards and measurable team performance.

2. Key Responsibilities

A. Service Operations & SLA Management

Own the complete lifecycle of service complaintsfrom ticket creation allocation and diagnosis to resolution closure and customer confirmation.

Ensure agreed response and resolution SLAs are consistently achieved with a target of 48-hour complaint closure wherever contractually applicable.

Establish daily monitoring of open ageing repeat and escalated complaints.

Create a structured escalation matrix for critical customers high-value sites and SLA breaches.

Identify bottlenecks and implement corrective actions to reduce turnaround time and repeat complaints.

Ensure proper service documentation closure reports visit reports and customer sign-offs.

B. AMC & Preventive Maintenance

Own execution of all AMC contracts and ensure deliverables are completed within agreed timelines.

Plan and monitor preventive maintenance schedules across customer sites.

Track AMC renewals pending visits service commitments and site-level compliance.

Coordinate with Sales/Commercial teams for AMC renewal opportunities scope changes and service-related commercial issues.

Ensure AMC profitability through effective manpower travel spares and subcontractor management.

Develop customer-wise service performance reports and renewal risk indicators.

C. Team Leadership & Field Force Management

Lead mentor and manage service managers engineers technicians coordinators and regional service teams.

Define KRAs KPIs and individual performance targets for all service personnel.

Ensure optimum technician allocation based on geography skill workload and customer priority.

Monitor attendance productivity first-time-fix rate repeat visits and field utilisation.

Build technical capability through structured training certification and knowledge-sharing programs.

Take ownership of recruitment requirements onboarding and performance management within the service function.

D. Customer Management & Escalations

Act as the senior escalation point for key customers and strategically important accounts.

Conduct periodic service review meetings with major customers and present performance dashboards.

Build strong relationships with facility security operations procurement and technical stakeholders.

Proactively identify dissatisfied customers recurring issues and renewal risks.

Drive customer satisfaction retention and service quality across the organisation.

Ensure customer complaints are handled professionally with clear communication and ownership until closure.

E. Technical & Quality Control

Maintain high technical standards across CCTV access control fire alarm intrusion detection and related ELV/security systems.

Ensure engineers follow OEM specifications installation/service standards and safety procedures.

Analyse recurring technical failures and drive root-cause analysis and permanent corrective action.

Coordinate with OEMs distributors and technical partners for complex issues warranties and escalations.

Standardise troubleshooting processes checklists and service SOPs.

F. CRM MIS & Process Discipline

Ensure 100% service tickets activities engineer visits and closures are recorded in Edify CRM or the designated service platform.

Own service dashboards covering open complaints ageing SLA compliance repeat complaints productivity AMC visits and customer escalations.

Conduct daily/weekly/monthly service reviews and publish actionable MIS.

Use data and analytics to identify trends capacity gaps and improvement opportunities.

Drive process automation and eliminate manual follow-up wherever practical.

G. Spares Vendor & Cost Management

Ensure availability and controlled utilisation of critical service spares.

Coordinate with procurement/stores for timely material availability and replacement requirements.

Monitor warranty claims RMA processes and material returns.

Manage service vendors/subcontractors and evaluate them on quality turnaround time and cost.

Control service operating costs while maintaining agreed customer service levels.

Bachelors degree or diploma in Electronics Electrical Instrumentation Engineering IT or a related technical discipline.

1015 years of relevant experience in electronic security ELV systems integration facility technology or technical service operations.

At least 5 years of experience managing service teams and field operations.

Strong understanding of CCTV access control fire alarm intrusion detection networking and related security systems.

Experience managing multi-location / pan-India service operations is strongly preferred.

Experience with AMC businesses SLA-driven contracts and enterprise customers is preferred.

Strong working knowledge of CRM/service management systems and MIS reporting.

Leadership and people management

Customer-centric mindset

Strong technical and troubleshooting orientation

SLA and process discipline

Problem-solving and root-cause analysis

Planning and resource optimisation

Vendor and OEM management

Data-driven decision making

Excellent communication and escalation management

Ownership accountability and execution focus

6. Authority & Decision-Making

Allocate service resources based on priority skill and customer commitments.

Escalate manpower inventory vendor and technical requirements to management with clear business justification.

Recommend recruitment training performance actions and organizational changes within the service team.

Approve service priorities and corrective actions within the authority delegated by management.

Recommend process technology and service-contract improvements to improve customer experience and profitability.

7. Ideal Candidate Profile

A hands-on service leader who can build a high-accountability service culture manage large field teams handle demanding enterprise customers understand the technical realities of electronic security systems and use data to improve SLA performance customer retention and service profitability. The candidate should be comfortable working in a fast-paced growth-oriented organisation and should take end-to-end ownership rather than functioning only as an escalation manager.

Complete a diagnostic review of the current service organisation customers SLAs manpower and processes.

Establish daily service dashboards and a clear complaint-ageing/escalation mechanism.

Identify the top recurring complaint categories and implement corrective action plans.

Review technician productivity territory allocation and skill gaps.

Bring AMC preventive-maintenance schedules under disciplined tracking.

Create a monthly service review format covering SLA ageing repeat complaints AMC compliance manpower and customer escalations.

Present a 90-day service improvement roadmap to management.

9. Reporting & Review

The Service Head will participate in regular management reviews and will be responsible for presenting service performance major customer escalations SLA trends manpower requirements AMC performance operational risks and improvement initiatives.