Company description

Established in 2019, Three One Coffee Engineering Pvt. Ltd. is a dedicated specialty coffee equipment company serving India's growing specialty coffee industry. We partner with globally renowned brands, including La Marzocco, Eversys, and Fiorenzato, to bring world-class commercial espresso machines and coffee grinders to the Indian market.

With a highly trained engineering team and an extensive spare parts inventory, we deliver comprehensive service solutions, including site assessments, installation and commissioning, barista training, preventive maintenance, and responsive technical support across India.

Our customers include leading specialty coffee chains, independent cafés, boutique coffee roasters, and hospitality businesses across India. Our equipment is used by prominent names in the Indian coffee industry, including Blue Tokai Coffee, Third Wave Coffee, Bistro by Blinkit, Dohful, Beanly Coffee, Veronica's, Bread & Chocolate, French Loaf, Foodstories, Espressos Anyday, and many more.

We are committed to reliability, technical excellence, and exceptional service quality. Guided by our mission to support the growth of India's specialty coffee industry, we focus on building lasting customer relationships through trust, innovation, and service excellence.

About the Role

We are looking for an experienced and results-driven Head of Technical Services to lead and strengthen our pan-India technical service operations.

Based in Mumbai, this senior leadership role will be responsible for managing regional service teams, ensuring high standards of installation and after-sales support, improving service efficiency, and driving customer satisfaction across India.

The ideal candidate will combine robust technical expertise with proven people leadership, operational discipline, and commercial acumen. In addition to ensuring excellent service delivery,



the role will drive AMC/PMC business growth, optimize service costs, strengthen service processes, and build a scalable service organization to support the company's continued growth.

Key Responsibilities

- Pan-India Service Leadership: Lead and manage nationwide service operations, including installation, commissioning, preventive maintenance, troubleshooting, and breakdown support.
- Team Leadership: Lead, mentor, and develop Regional Service Supervisors, service engineers, and technicians, ensuring accountability, productivity, and technical capability.
- Service Excellence: Improve response times, turnaround time (TAT), first-time fix rate (FTFR), equipment uptime, and customer satisfaction.
- Technical Escalations: Take ownership of critical technical issues and escalations from key customers, ensuring timely diagnosis and resolution.
- Processes and Quality: Develop and implement service SOPs, quality standards, safety practices, and performance monitoring systems.
- Service Business Growth: Drive Annual Maintenance Contract (AMC) and Preventive Maintenance Contract (PMC) business, including contract negotiations, renewals, customer retention, and service revenue growth.
- Spare Parts Management: Ensure effective spare parts forecasting, inventory planning, cost control, and availability across regions.
- Performance Management: Establish and monitor service KPIs, analyze performance data, and implement initiatives for continuous improvement.
- Budget and Resource Management:



Manage service budgets, workforce planning, resource allocation, and operational costs.
- Cross-functional Collaboration: Work closely with Sales, Operations, and Accounts teams to improve coordination, customer support, and overall service delivery.
- Training and Development: Build a structured technical training and knowledge-sharing framework to improve service quality and team productivity.
- Strategic Development: Identify opportunities to strengthen service capabilities, expand service coverage, and improve the overall customer experience.

Qualification and Experience

- 18 - 20 years of experience in technical service, after-sales service, or service operations, preferably in equipment-driven industries.
- At least 7 years of experience in a leadership role managing service teams and multi-location operations.
- Experience with commercial coffee machines, espresso equipment, grinders, commercial kitchen equipment, or related electro-mechanical equipment will be highly preferred.
- Strong technical understanding of equipment installation, commissioning, maintenance, troubleshooting, and repair.
- Proven experience managing regional teams, service performance, and customer escalations.
- Demonstrated ability to improve service efficiency, turnaround times, customer satisfaction, and operational productivity.
- Experience in AMC/PMC business, service contract negotiations and renewals, spare parts management, and service revenue growth.
- Strong budgeting, analytical, planning, and decision-making skills.
- Excellent leadership, communication, and customer relationship management capabilities.
- An engineering degree or diploma in Mechanical, Electrical, Electronics, or a related discipline, or an equivalent technical qualification.
- Willingness to travel across India as required.

📌 Head of Technical Services (Mumbai)
🏢 Three One Coffee Engineering
📍 Mumbai