About the role
Service Head
Bengaluru Location
Company Profile-
Role and Responsibility :
KEY RESPONSIBILITIES
🔧 1. SERVICE OPERATIONS MANAGEMENT
Lead end-to-end:
Installation support
Breakdown service
Preventive maintenance (PMS)
Spare management
Service coordination
Ensure:
Fast response time
Proper escalation handling
Timely closure of complaints
💰 2. SERVICE REVENUE MANAGEMENT
Responsible for achieving:
Monthly service revenue targets
PMS revenue targets
Spare sales targets
Drive:
Upselling opportunities
AMC / PMS conversion
Spare revenue growth
👥 3. TEAM MANAGEMENT
Handle:
Service Coordinators
Technicians / Field Executives
Branch Service Teams
Responsible for:
KPI monitoring
Productivity tracking
Daily reviews
Performance improvement
📊 4. KPI & PERFORMANCE TRACKING
Monitor:
Revenue per technician
Delegation vs completion ratio
Technician utilization
Customer complaints
Pending tickets
Implement:
Daily review systems
KPI dashboards
Performance scorecards
🚦 5. CUSTOMER EXPERIENCE & ESCALATIONS
Ensure:
High customer satisfaction
Quick complaint resolution
Positive brand experience
Monitor:
Repeat complaints
Google reviews
Service quality standards
📦 6. SPARES & INVENTORY MANAGEMENT
Responsible for:
Spare forecasting
Stock planning
Availability management
Dead stock reduction
Coordinate with:
Stores
Procurement
Logistics teams
📈 7. PROCESS IMPROVEMENT
Build and implement:
SOPs
Service workflows
Escalation matrix
Monitoring systems
Improve:
TAT (Turnaround Time)
Productivity
Revenue efficiency
📋 8. REPORTING & MANAGEMENT REVIEWS
Prepare:
Daily service reports
Weekly branch reviews
Monthly KPI dashboards
Revenue analysis reports
Present:
Performance insights
Action plans
Improvement strategies