Elevator Technical Head (Service and Maintenance)

Position Overview

- The Technical Head will lead and oversee the Service and Maintenance of home lifts across multiple regions. The role demands a dynamic leader who can manage large-scale field operations, ensure delivery excellence, and continuously improve productivity, customer satisfaction, and profitability.

- This position serves as the strategic and operational head for the technical division, responsible for aligning technical execution with the company's business goals and growth targets.

Key Responsibilities:

Service, Maintenance & After-Sales:

- Manage the complete Service and maintenance lifecycle - from routine visits and preventive checks to breakdown management and renewals.

Drive KPIs such as:

- Maintenance Visits completed on time.

- Callback ratio reduction through proactive servicing.

- Repair Order closure time and customer satisfaction index.

- AMC Renewals and % price increase implementation year-on-year.

- Ensure all service operations align with the company's customer delight framework.

Team & Operations Leadership

- Lead a large technical workforce (150+ employees) including engineers, supervisors, and field executives.

- Build leadership depth within regional teams through mentoring, performance management, and structured capability development.

- Drive efficiency, accountability, and productivity through data-driven performance tracking and reporting.

- Ensure Active PF compliance and field productivity monitoring across all regions.

- Standardize technical processes and enforce adherence to SOPs across the network.

Financial & Strategic Management

- Own and manage the P&L for the Installation and Maintenance function.

- Drive cost optimization without compromising on quality, safety, or delivery standards.

- Collaborate with Finance, Operations, and Supply Chain to streamline project cash flows and cost structures.

- Track and improve collections from service contracts and renewal revenue contribution.

Customer Experience & Quality:

- Serve as a key stakeholder in driving post-sales excellence, ensuring zero escalations and maximum customer satisfaction.

- Maintain strong coordination with CRM and Sales teams for smooth communication during installation and service stages.

- Collect, monitor, and act on customer feedback, testimonials, and referrals to measure customer delight.

- Drive initiatives that enhance brand reputation through quality performance and service reliability.

Candidate Profile:

- 15-20 years of experience in Technical Service and Maintenance in Elevators.

- Proven experience managing large-scale, multi-location technical teams (150 members).

- Strong understanding of installation planning, service operations, and field resource management.

- Demonstrated ability to handle P&L accountability, operational metrics, and cost control.

- Excellent leadership, analytical, and communication skills.

- Qualification in Mechanical, Electrical, or Mechatronics Engineering; MBA preferred for senior management roles.

- Ability to drive a performance-based culture and align team objectives with business goals.