Service Head

Job Summary  This is a leadership and management role responsible for overseeing a service team of 15–20 members and ensuring effective customer support across India and international markets.  The Service Head will manage after-sales activities, including machine installation, customer training, and breakdown support. In case of machine issues, they must assign the appropriate team to resolve problems promptly and maintain customer satisfaction.   Job Description  - Lead and manage a team consisting of service coordinators, senior engineers, and junior engineers.  - Allocate team members for installation, commissioning, and service activities based on project priorities.  - Possess excellent communication skills to coordinate with customers and understand their issues effectively.  - Strong leadership and decision-making skills to guide the team, remove roadblocks, and ensure timely service execution. - Identify root causes of issues and coordinate with cross-functional teams (CFTs) to resolve them and prevent recurrence.  - Must have strong planning abilities to align daily operations with management goals and customer needs.  - Fluency in Hindi is essential for smooth communication with customers across India.  - Should be capable of training junior engineers on current and upcoming machines.  - Must be proactive in data collection, analysis, and using insights to drive service performance improvements.  - Will be required to travel to customer sites in case of critical issues that cannot be handled by junior team members.     Key Responsibilities  - Ensure 100% customer satisfaction by providing timely installation, service, and training support.  - Analyze customer complaints, identify solutions, and coordinate with the CFT team to resolve them.  - Develop effective pre-planning strategies for smooth execution of all service-related tasks.  - Conduct technical training, performance reviews, and provide feedback to engineers for continuous improvement.  - Monitor and enhance service quality, response time, and team productivity.  - Maintain service documentation, reports, and feedback records for future reference and improvement.