JOB DESCRIPTION OF SERVICE HEAD (PAN INDIA)

Department: Service

Reporting To: Director

Experience: 10 yrs plus.

Required Qualifications: B TECH / BE With work experience on all kind of Machines or Garage Equipments.

Base location: Mumbai.

Key skills

Garage equipment Team Handling Service Call Resolution Time Escalations Customer Relationship Productivity Technical Coordination Preventive Maintenance Installation Commissioning Training & Knowledge Development

Main Responsibilities:

1. Manage Pan-India Service Team

- Supervise and coordinate all field service engineers across India.
- Allocate engineers based on geography, expertise, workload and urgency.
- Monitor engineer performance, productivity and discipline.
- Identify training and skill gaps within the service team.

2. Service Call Management

- Follow our CRM to ensure every service complaint is logged,assigned and closed within defined timelines.
- Priorities breakdowns and critical customer complaints.
- Monitor pending/open calls and ensure there are no unattended complaints.
- Escalate serious or delayed cases to the Service Head/Management.

3. Improve Response & Resolution Time

- Set measurable targets for engineer response time and complaint closure.
- Analyse reasons for delays and implement corrective action.
- Ensure engineers carry the necessary tools, technical information and commonly required spares.

4. Customer Relationship & Escalations

- Personally handle important/key customer escalations.

5. Engineer Productivity

- Track visits, jobs completed, repeat visits and pending jobs for every engineer.
- Reduce unnecessary travel and improve route/visit planning.
- Ensure engineers spend maximum productive time in the field.
- Review engineer performance on a weekly/monthly basis.

6. Spare Parts & Technical Coordination





- Coordinate with stores/spares team to ensure availability of critical service parts.
- Identify frequently failing components and recommend stocking levels.
- Track warranty claims and ensure timely closure.
- Feed recurring technical problems back to suppliers/manufacturers.

7. Preventive Maintenance

- Develop and promote AMC/service contracts for installed equipment.
- Ensure preventive maintenance schedules are followed.
- Identify customers whose equipment requires periodic servicing.
- Work with the sales team to generate service/AMC opportunities.

8. Installation & Commissioning

- Plan and supervise installation and commissioning of current equipment.
- Ensure installations are completed correctly and within committed timelines.
- Ensure proper handover and customer/operator training.

9. Training & Knowledge Development

- Conduct regular technical training for service engineers.
- Create standard troubleshooting procedures/checklists.
- Ensure knowledge is shared across the entire service team rather than remaining with individual engineers.
- Coordinate technical training with overseas suppliers/OEMs when required.

10. Service Reporting & MIS

- Prepare weekly/monthly service performance reports for management through the CRM.

11. Coordination with Sales Team

- Maintain close coordination between sales and service teams.
- Ensure service is involved before major equipment installations.
- Identify additional equipment/spares/AMC opportunities during service visits and pass qualified leads to sales.
- Ensure service issues do not negatively affect future sales.

12. Continuous Improvement

- Identify recurring service problems and develop permanent solutions.
- Analyse warranty and breakdown data to identify product-quality issues.
- Recommend improvements in products, installation procedures, training and service processes.
- Build a professional, scalable Pan-India service system.

📌 Service Head (Mumbai)
🏢 Kaar Quest
📍 Mumbai