Mission of the Role

You'll lead service operations at Biotastic end to end, designing, hiring for, and scaling a pan-India installation and maintenance network across our hardware line (ice baths, saunas, red light therapy units, chill showers), working closely with the founders as you build it. This isn't a hands-on installation role. You'll build the capability itself: SOPs, hiring of operations managers and technicians, vendor management, customer SLAs, and the quality control that lets the network run well without you in the room.

What You'll Do

- Design the service network architecture (hub-and-spoke, regional contractors, or franchise) and make the case for your recommendation.

- Hire and train operations managers and HVAC/MEP technicians who can lead installation and maintenance.

- Build SOPs for field execution, compliance, and customer handoff, including HVAC licenses and certifications.

- Partner with third-party installers and contractors where we don't build in-house; manage their SLAs, performance, and quality.

- Set up customer service SLAs, warranty programs, and in office diagnostics for a consistently premium service experience.

- Own the service P&L; and performance metrics: service uptime, first-visit-fix rate, and customer NPS.

Must-Have

- 10+ years in service operations: appliances (Daikin, Blue Star, Voltas), HVAC, wellness hardware, or complex MEP installation.

- Hands-on hiring experience: built and managed teams of operations managers, field technicians, and service coordinators, with clear accountability.

- Deep knowledge of India's installer ecosystem, contractor networks, and third-party service provider models.

- Field operations experience across multiple cities; pan-India experience preferred.

- Strong understanding of the appliance ASP (Authorized Service Provider) model.

- Comfortable with SaaS-based FSM platforms; Zoho FSM, Servify, or ServiceTitan experience is a plus.

- Willing to travel extensively across India to support regional operations; all travel is planned and reimbursed against approved expenses.





Good-to-Have

- Experience with premium appliances or wellness hardware: saunas, ice baths, chillers, red light therapy equipment.

- Zoho FSM, Servify, ServiceTitan, or similar FSM platform experience.

- Experience building a hub-and-spoke, regional contractor, or franchise-based network.

- Experience managing warranty programs and after-sales service.

- Experience with HVAC licenses, technical certifications, and field compliance.

- Founder-led, high-growth startup experience, building a function from the ground up.

- Existing relationships with HVAC/MEP contractors and service providers across India.

- Tamil or Hindi language ability for on-ground team and vendor management.

You'll likely thrive if:

- You'd rather build the system than run it yourself.

- You're comfortable being first in a function, with no playbook to inherit.

- You can manage vendors who don't report to you, and still hold them to a real standard.

- You're willing to travel across India regularly to see the network firsthand.

This probably isn't for you if:

- You want a team and systems already in place before you start.

- You'd prefer a desk-based role with limited field exposure.

- You need close oversight to stay accountable, rather than driving the numbers yourself.

Key Result Areas

- Service Network & Field Operations - Build and scale a pan-India installation and maintenance network across in-house teams, regional contractors, and third-party partners, with clear operating models, coverage, and accountability.

- Installation, Service & Quality Excellence - Standardize installation and maintenance via SOPs, site-readiness, diagnostics, compliance, and handover protocols. Improve first-visit-fix rate, uptime, and installation quality.

- Service Partner, SLA & After-Sales Management -Build and manage the installer and contractor ecosystem with defined SLAs and escalation paths. Run structured warranty and after-sales processes.

- Team, Systems & Service P&L; - Hire, train, and manage operations managers, technicians, and coordinators. Implement FSM systems and dashboards; own the service P&L; and performance.

📌 Service Operations Head - Pan India (Chennai)
🏢 Biotastic
📍 Chennai