Service Head

About the role

The Service Head will lead the nationwide after‑sales service network, ensuring high standards of customer satisfaction, warranty management, and operational efficiency. This senior position reports to senior management and works closely with cross‑functional teams to drive continuous improvement across all service touchpoints.

Key responsibilities

• Develop and implement the overall after‑sales service strategy aligned with business and customer objectives.
• Lead and manage authorized service centers and field technicians across the country.
• Establish service standards, SOPs, KPIs and monitor performance metrics such as turnaround time, first‑time fix rate and customer satisfaction.
• Oversee warranty and after‑warranty processes, ensuring proper documentation and cost control.
• Handle escalated customer complaints and coordinate resolution with relevant departments.
• Plan and manage spare‑parts inventory, distribution and consumption.
• Recruit, train, coach and evaluate service technicians and centre teams.
• Conduct audits and visits to ensure compliance with company standards.
• Analyze recurring product issues and work with product, quality and engineering teams on corrective actions.
• Maintain accurate service records and prepare periodic performance reports.
• Develop strong relationships with dealers, distributors and external service partners.

Required profile

• Bachelor’s degree in Engineering, Business Administration, Management or related field.
• 7‑10+ years of experience in after‑sales service, technical service or service operations, preferably in home appliances or consumer electronics.
• Proven experience managing service teams, technicians and nationwide service networks.

Required skills

• Proficiency in MS Office.
• Experience with service management and reporting systems.