Role- Service Head
Department: Service / Operations
Reporting To: Managing Director / Business Head
Location: Vashi, Navi Mumbai (with pan-India travel as required)
Experience
10–15+ years in electronic security / ELV / service operations; leadership experience preferred
1. Role Purpose
The Service Head will own Zinq Electronics’ end-to-end service delivery function across India, ensuring timely resolution of customer complaints, strong AMC execution, preventive maintenance, effective field-force utilisation, technical quality, customer satisfaction and profitable service operations. The role will be accountable for building a disciplined, technology-driven service organisation with transparent SLAs, escalation mechanisms, dashboards and measurable team performance.
2. Key Responsibilities
A. Service Operations & SLA Management
· Own the complete lifecycle of service complaints—from ticket creation, allocation and diagnosis to resolution, closure and customer confirmation.
· Ensure agreed response and resolution SLAs are consistently achieved,



with a target of 48-hour complaint closure wherever contractually applicable.
· Establish daily monitoring of open, ageing, repeat and escalated complaints.
· Create a structured escalation matrix for critical customers, high-value sites and SLA breaches.
· Identify bottlenecks and implement corrective actions to reduce turnaround time and repeat complaints.
· Ensure proper service documentation, closure reports, visit reports and customer sign-offs.
B. AMC & Preventive Maintenance
· Own execution of all AMC contracts and ensure deliverables are completed within agreed timelines.
· Plan and monitor preventive maintenance schedules across customer sites.
· Track AMC renewals, pending visits, service commitments and site-level compliance.
· Coordinate with Sales/Commercial teams for AMC renewal opportunities, scope changes and service-related commercial issues.
· Ensure AMC profitability through effective manpower, travel, spares and

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