Hiring for Service Head

Job Description:

• Lead and manage the Service Engineering team, including resource planning, work allocation, performance monitoring, training, and development.

• Oversee installation, validation, commissioning, maintenance, troubleshooting, and repair of equipment at customer sites.

• Handle critical technical issues and customer escalations, ensuring timely resolution and customer satisfaction.

• Plan and monitor service calls, customer visits, preventive maintenance, and service turnaround time.

• Support Sales and Pre-Sales teams in customer meetings, site assessments, technical discussions, RFI/RFP responses, and proposals.

• Visit existing and prospective customers to understand technical requirements and strengthen customer relationships.

• Identify opportunities for AMC/service contracts, upgrades, replacements, and additional service business.

• Coordinate with Sales, Applications, Product Management, Manufacturing, and Customer Support teams to resolve technical and customer-related issues.

• Ensure proper preparation and maintenance of service reports, installation/commissioning documents, SOPs, troubleshooting records, and service database.

• Monitor key service KPIs such as response time, resolution time, first-time fix rate, customer complaints, and equipment downtime.

• Conduct technical training and knowledge-sharing sessions for Service Engineers.

• Lead root-cause analysis and corrective actions for recurring technical and field issues.

• Ensure compliance with company service procedures, safety standards, and customer requirements