Installation & Service Manager

Role Summary The Installation & Service Manager owns end-to-end delivery for all installations and post-install service for Biotastic products. You’ll run the installation team, ensure first-time-right installs, manage field technicians, and deliver exceptional customer handovers. You are the bridge between Sales, Warehouse, and Customers—accountable for on-time execution, quality, safety, and customer satisfaction. Key Responsibilities • Operate & lead the installation team • Plan, schedule, and dispatch installation jobs; assign technicians and ensure resource availability. • Recruit, train, coach, and evaluate field technicians and service staff. • Delivery & quality • Ensure first-time-right installations using standard installation checklists and SOPs. • Maintain installation quality standards, testing protocols, and safety checks. • Customer handover & satisfaction • Ensure customer onboarding at install: demo product usage, safety, maintenance tips, documentation handover. • Own onsite escalation resolution and follow-up to closure. • Handle service operations • Manage service tickets (warranty/AMC/repairs), SLAs, parts management, and spare parts replenishment. • Implement preventive maintenance schedules for AMC customers. • Coordination across teams • Coordinate closely with Sales for site readiness, with Warehouse for pick/pack/dispatch, and with Finance for billing sign-offs. • Process & continuous improvement • Build, refine and enforce installation SOPs, checklists, escalation matrices and safety protocols. • Drive Kaizen-style improvements — reduce cycle time, rework & repeat visits. • Reporting & metrics • Maintain an installation dashboard and weekly/monthly reports (orders scheduled, completed, TAT, complaints). • Compliance & safety • Enforce safety guidelines, onsite PPE use, and compliance with electrical/plumbing standards as applicable. • Vendor & partner management • Manage third-party installers or contractors when required; ensure SLA adherence and invoicing accuracy. Qualifications & Skills • 4–8 years experience in installations & field service management (electronics, appliances, HVAC, wellness equipment preferred) • Hands-on experience in leading field teams and managing service SLAs • Strong customer-facing skills and ability to manage escalations calmly • Good understanding of basic electrical/plumbing/site-readiness requirements • Comfortable using CRM / Field service management tools (e.g., Zoho, Freshdesk + Field, ServiceTitan, or even structured Google Sheets + WhatsApp flows) • Valid driver’s license (for site visits) & intermediate level of Hindi knowledge is required to coordinate with technicians. Nice-to-have: • Experience with home wellness devices (saunas, ice baths, red light) • Basic knowledge of safety standards and local compliance for installations • Exposure to preventive maintenance and AMC model operations Behavioural competencies • Ownership mentality and bias for execution • Customer-first orientation; calm under pressure • Strong communication and coordination skills across teams • Problem-solving and process improvement mindset • Ability to train, mentor and enforce standards (not conflict-avoidant)