Service Head

As a Service Head for mobile robotics, your role is crucial in establishing and driving customer service operations. You will be responsible for setting up robust service processes, leading a high-performing team, and ensuring customer satisfaction through efficient deployment, maintenance, and support of solutions. Your focus will be on creating a customer-first service ecosystem that drives adoption, reliability, and continuous value realization. **Key Responsibilities:** - Establish trusted advisor relationships with customers to drive value throughout their journey. - Design and implement end-to-end customer service processes and policies. - Develop a service roadmap aligned with business growth and customer expectations. - Lead service delivery across installations, maintenance, and support. - Ensure quick response times, effective escalation management, and proactive issue resolution. - Establish preventive maintenance programs to maximize uptime and asset life. - Develop and execute customer success plans for adoption, retention, and satisfaction. - Define and track key KPIs for service performance and customer satisfaction. - Use data and analytics to improve service efficiency and customer engagement. - Collaborate with product and engineering teams to drive continuous improvement. - Manage budgets, optimize resource utilization, and ensure operational scalability. - Define and document best practices for customers, partners, and internal teams. As for the **People Specifications**, the ideal candidate should have: - A Bachelor's degree in Engineering, Mechatronics, AI/Robotics, or Industrial Automation. - 12-15 years of progressive experience in service operations or customer success. - Experience in mobile robotics, automotive technology, or industrial automation is preferred. - A proven track record of setting up service functions and leading support teams. In your interactions, you will engage with internal stakeholders such as HODs, Managers, and I&C Engineers in Mobile robots and the robotics software team. External interactions will include Customers/Clients, plant heads, and operations heads. This role offers an exciting opportunity to drive customer success and operational excellence in the field of mobile robotics.,