FORKLIFT SERVICE HEAD

FORKLIFT SERVICE HEAD

To lead and manage the service operations of the forklift dealership, ensuring maximum customer satisfaction, operational efficiency, revenue growth, and adherence to OEM standards. The Service Head will be responsible for planning, execution, and control of service strategies, technician management, and after-sales performance.

Key Responsibilities:1. Service Operations Management

• Oversee the entire service function, including workshop, field service, and AMC (Annual Maintenance Contract) execution.
• Plan and implement preventive maintenance schedules to reduce downtime for customers.
• Ensure compliance with OEM service policies and warranty procedures.
• Monitor service KPIs (response time, TAT, first-time fix rate, etc.).

2. Customer Satisfaction

• Drive high levels of customer satisfaction through quality service delivery.
• Resolve escalated customer complaints effectively and promptly.
• Regularly interact with key customers to understand service needs and build long-term relationships.

3. Team Leadership & Development

• Lead, train, and motivate a team of service engineers, technicians, and field staff.
• Conduct regular skill enhancement programs in coordination with OEM training teams.
• Ensure optimum manpower utilization and productivity.

4. Revenue & Profitability

• Drive service revenue through AMC, spares sales, and value-added services.
• Control service costs, manage warranty claims, and ensure profitability of the service department.
• Achieve annual service business targets as per dealership goals.

5. Process & Compliance

• Maintain proper documentation of service records, warranty claims, and AMC contracts.
• Ensure adherence to safety standards, ISO procedures, and statutory compliance.
• Implement digital tools and reporting systems for efficient monitoring.

Key Performance Indicators (KPIs):

• Customer Satisfaction Index (CSI)
• Service Revenue vs. Target Achievement
• Warranty Claim Settlement Ratio
• Technician Productivity & Efficiency
• Turnaround Time (TAT) for Repairs
• AMC Renewal & Penetration Rate

Skills & Competencies:

• Strong technical knowledge of MHE (Material Handling Equipment) / Forklifts.
• Leadership and team management skills.
• Excellent problem-solving and decision-making ability.
• Strong communication and customer handling skills.
• Ability to work with OEMs and align dealership service practices with manufacturer guidelines.
• Business acumen with focus on service profitability.

Qualifications & Experience:

• B.Tech/Diploma in Mechanical/Electrical/Automobile Engineering.
• 8–15 years of experience in service operations (preferably in MHE, Forklifts, or Automobile industry).
• Minimum 3–5 years in a leadership/managerial role.

Job Types: Full-time, Permanent

Pay: ₹70,000.00 - ₹90,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Focal Point, Ludhiana, Punjab: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Work Location: In person