Service Head

1. Planning & Managing Service Operations: Planning and managing daily activities of Service Dept like troubleshooting, maintenance, repairs, and upgrades of LV systems. Prepare 52-week calendar. Plan, schedule, and monitor preventive and corrective maintenance contracts.

Ensure timely response to customer service requests and emergencies.
Maintain service KPIs (response time, resolution time, uptime, SLA adherence).

1. Team management and develop second line: Lead, mentor, and develop a team of service engineers and technicians.Conduct regular training for team members to upgrade technical knowledge and safety compliance. Allocate resources effectively to meet SW and service requirements.

1. Drive Service BU growth : Meet revenue targets of AMC and Small Works with targeted GM. Drive service revenue through annual maintenance contracts (AMCs), Small work sales, and value-added services. Approve estimates,quotations, and service agreements.

1. Customer Relationship Management: Act as the primary point of contact for key customers regarding service-related matters.Build and maintain strong customer relationships, ensuring satisfaction and long-term business retention. Handle escalations, resolve conflicts, and ensure service quality.

1. Prepare SBP and ABP : Participate and contribute in development of SBP and ABP for the division. Prepare detailed plan to achieve management expectations defined in SBP and ABP.

1. Appraisal Management : Review team reporting to you on quarterly basis. Complete KRA / KPI cycle.

1. Complaints Management : Develop and maintain Complaints Management System. Resolution of complaint within SLA . Updating the client and our database after resolution. Analysis of complaints and taking corrective measures to avoid recurrence. Managing stock for AMC material . Attend client meetings. Adding value to the services rendered

Requirement