Location: Bengaluru 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 Fill Rate, SLA Adherence and CSAT/NPS.

What Were Looking For :
- 10+ years of experience in after-sales/service operations, preferably in consumer durables, appliances, EVs, automotive, electronics or similar product-led businesses.
- Proven experience building a service function/network from scratch or materially scaling one this is a critical requirement.
- Strong understanding of service-network design, partner management, spare-parts planning and field-service operations.
- Experience working with suppliers and product/quality teams to resolve field failures and improve future production.
- Strong customer orientation with a track record of improving service TAT, first-time fix and customer satisfaction.
- Comfortable operating in a 01 environment, combining strategic thinking with hands-on execution.
- Strong analytical, problem-solving, negotiation and stakeholder-management skills.
- Engineering/technical background preferred.

📌 Service Head (Bengaluru)
🏢 Cult.fit
📍 Bengaluru