Regional Head – Service (South & East)

Job Description

Key Responsibilities Team Leadership & Management Lead and mentor a team of service engineers and technicians across the region. Ensure adherence to service standards and company policies Conduct regular performance reviews and provide constructive feedback. Service Operations Oversight Oversee the execution of service contracts, including Annual Maintenance Contracts (AMCs) and breakdown services. Monitor and ensure compliance with Service Level Agreements (SLAs) for response and resolution times. Coordinate with the logistics team to ensure timely availability of spare parts and tools. Customer Relationship Management Develop and maintain strong relationships with key clients and stakeholders. Address escalated customer issues and ensure prompt resolution. Promote customer satisfaction and retention through proactive service initiatives. Strategic Planning & Execution Develop and implement regional service strategies Identify opportunities for service improvements and cost optimization. Collaborate with sales and marketing teams to support business development efforts. Reporting & Documentation Maintain accurate records of service activities in Salesforce, including service reports and customer feedback. Prepare and present regular reports on service performance and key metrics to senior management. Ensure compliance with regulatory and safety standards in all service operations. Required Qualifications & Skills Education: Bachelor’s degree in Engineering (preferably in Mechanical or Electrical) Experience: Minimum 10 years of experience in service management within the cold chain or HVAC industry, with at least 5 years in a leadership role. Technical Expertise: In-depth knowledge of refrigeration systems, cold storage solutions, and related technologies Leadership Skills: Proven ability to lead and motivate a team, with strong interpersonal and communication skills. Analytical Abilities: Strong problem-solving skills and the ability to make data-driven decisions. Software Proficiency: Familiarity with service management software and Microsoft Office Suite. Preferred Attributes Experience with Salesforce /SAP/ERP systems. Knowledge of energy-efficient refrigeration solutions and sustainability practices. Ability to work under pressure and manage multiple priorities effectively. Willingness to travel within the region as required. Show more Show less