The Role
We are looking for a Head of Service to build and scale our after-sales service ecosystem
from the ground up. This requires someone who has previously set up or significantly
scaled a service network.
The role will own the end-to-end service experience — bringing together the service
network, spare-parts availability, suppliers, processes and customer experience to deliver
rapid, reliable and delightful service.
Key Responsibilities
Build & Scale the Service Network
• Design and set up the service network across priority markets, including the right
mix of service partners and in-house capabilities.
• Define partner selection criteria, SLAs, commercial structures, training and
governance mechanisms.
• Plan service capacity and geographic coverage in line with the growing installed
base.

Spare Parts Planning & Availability
• Forecast spare-parts requirements based on installed base, failure rates and
consumption trends, and share projections with sourcing/supply-chain teams.
• Ensure optimal allocation of available spares across service locations to minimize




service turnaround time.
• Establish stocking norms and track parts availability, consumption and lead times.
Supplier & Product Quality
• Identify recurring field failures and work with suppliers, sourcing, quality and
product teams on root-cause analysis and corrective actions.
• Ensure service learnings are incorporated into future production to reduce repeat
product failures.
• Establish a structured feedback loop between customers, service teams and
suppliers.

Customer Experience & Service Excellence
• Design the end-to-end service journey to minimize customer effort and maximize
delight.
• Establish SOPs and best practices covering service requests, diagnosis, repair,
customer communication, escalation and closure.
• Continuously identify and eliminate friction points using service data and customer
feedback.
• Own key service metrics including TAT, First-Time Fix Rate, Repeat Repair Rate,
Parts F

📌 Service Head (Bengaluru)
🏢 CureFit
📍 Bengaluru