Head of Technical Services

JOB TITLE:

LOCATION:

Experience

JOB ROLE:

KEY AREAS OF RESPONSIBILITY:

• Utilization rate / Days of Engagement of Service Engineers
• Revenue generated from technical service interventions
• Timely completion of installations/commissioning/Trouble shooting
• Quality and timeliness of reports submitted to management
• Ensuring Customer Satisfaction by resolving technical queries

RESPONSIBLITIES:

• Team leadership and allocation of Service Engineers based on customer call priorities and technical requirements.
• Forecasting and planning man-days required for upcoming installations and service interventions in coordination with Sacmi Italy.
• Monitoring and ensuring optimum Days of Engagement of technicians across the year.
• Driving profitability and efficiency of the Technical Assistance department.
• Providing escalated-level support for customer technical queries.
• Overseeing the setup and operations of the Technical Helpdesk.
• Maintaining detailed reports on Technician deployment and engagement & Installation and commissioning status
• Ticket resolution and closing rates
• Ensuring knowledge sharing and training within the service team for continuous upskilling.

EDUCATIONAL QUALIFICATIONS:

ESSENTIAL:

DESIRABLE

PROFESSIONAL EXPERIENCE REQUIRED:

ESSENTIAL: 10+ years of experience in industrial machine installation, troubleshooting and after-sales service, with at least 3-4 years in a team lead or managerial capacity.

DESIRABLE

DESIRABLE SKILL SETS:

• Strong leadership and team management capabilities
• Technical expertise in machine commissioning, PLC systems and troubleshooting
• Familiarity with CRM/helpdesk platforms for ticket management
• Excellent planning, coordination and reporting skills
• Ability to handle escalations and complex customer queries
• Strong communication and liaison skills with global counterparts
• Good interpersonal skills
• Goal - oriented
• Willingness to travel

EXTENT OF DECISION MAKING AUTHORITY:

• Independent decision-making on team allocation and daily operations
• Strategic decisions in consultation with senior management
• Authority to escalate critical issues to internal leadership