SERVICE HEAD SURVEILLANCE

Role Overview: As the Service Head, you will be responsible for leading and managing the after-sales service operations across all regions. Your role will involve overseeing installation, maintenance, AMC (Annual Maintenance Contract) performance, technical support, team management, and ensuring client satisfaction for all deployed e-surveillance systems. Key Responsibilities: - Lead and manage the national or regional service operations for e-surveillance projects. - Ensure timely installation, commissioning, and servicing of surveillance equipment (CCTV, DVR/NVR, alarm panels, etc.). - Monitor SLA compliance and drive operational excellence in preventive and corrective maintenance. - Coordinate with technical teams, vendors, and field engineers for prompt issue resolution. - Handle escalations and ensure quick turnaround on critical service complaints. - Maintain strong client relationships and ensure high levels of customer satisfaction. - Oversee training and development of the service team including engineers and support staff. - Track service KPIs including response time, resolution time, downtime, and AMC performance. - Manage budgets and optimize service costs while ensuring quality delivery. - Collaborate with sales and project teams to align post-sales support with customer expectations. - Audit and enhance processes for continuous improvement in service delivery. Qualification Required: - Skills in team management, troubleshooting, CCTV, DVR/NVR, technical support, operational excellence, leadership, sales, complaint handling, budget management, and process improvement. - Knowledge of CCTV systems, service level agreement (SLA) monitoring, alarm panels, surveillance, corrective maintenance, maintenance, and client relationship management.,