Position Title: AGM / DGM - Service Department: Customer Service Reports To: Director Work Location: Gurugram Experience Required: 10 to 15 Years Industry Preference: Medical Devices & Equipment's Consumer Electronics & Appliances Diagnostics Role Overview We are looking for a highly driven and experienced AGM/DGM Service Operations to lead and streamline our nationwide service operations. The incumbent will be responsible for overseeing end-to-end service delivery, ensuring customer satisfaction, strengthening channel and government service operations, driving process excellence, and aligning the service function with overall business goals. A strong orientation toward post-sales revenue generation through spare parts sales is also expected. Key Responsibilities 1. Service Strategy & Planning Develop and implement national service strategies in alignment with organizational goals and customer expectations. Design SOPs, SLAs, escalation matrix, and service frameworks for preventive and corrective maintenance. 2. Pan India Service Operations Management Lead and manage a large service team deployed across India (Field Engineers, Regional Service Managers, Technical Support). Monitor service KPIs (TAT, FTR, uptime, customer satisfaction) and ensure adherence to defined metrics. Oversee service operations for both Channel Partners and Government installations (tenders, AMC, warranty, etc.). 3. Customer Experience & Issue Resolution Build a customer-centric culture within the service team. Ensure timely and quality resolution of service complaints with root cause analysis and long-term fixes. Develop and implement feedback mechanisms to capture service performance insights. 4. Team Management & Capability Building Lead a strong service team, ensuring proper recruitment, training, mentoring, and performance evaluation. Conduct periodic training and certification for Field Engineers and Service Managers. 5. Spare Parts & Revenue Management Develop and manage a robust system for spare parts planning, pricing, inventory, and logistics. Drive spare parts sales as a revenue stream, with proper monitoring and achievement of monthly/quarterly targets. 6. Service Network Development Expand and upgrade service partner network in key geographies. Ensure partner alignment with companys technical and customer service standards. 7. Cross-Functional Collaboration Collaborate with Product, Quality, Sales, and R&D teams to ensure product feedback loop and quality improvement. Support marketing and pre-sales teams with service capability presentations when needed. Desired Profile Education: B.Tech / BE in Electronics, Biomedical, Mechanical or related field. MBA preferred but not mandatory. Experience: 1015 years of relevant experience in managing national service operations in Medical Devices, Consumer Electronics, Appliances, or similar industries. Strong exposure to both direct service operations and partner-managed service delivery. Experience with CRM tools, service ticketing systems, and service automation initiatives. Proven ability to lead large teams, build processes, manage P&L of service function (revenue + cost), and drive operational efficiency.