Job Title: Zonal Head – Field Service Delivery

Location:
Chennai

Experience:
10–15+ Years Role Purpose The Zonal Head will be responsible for driving end-to-end operational excellence, uptime, service delivery, customer satisfaction, compliance, and business growth across the assigned zone for both Plutus (Digital Payments) and Petroleum Automation businesses. The role requires strong leadership in managing field operations, customer escalations, vendor coordination, resource planning, and service governance to ensure achievement of contractual SLAs and business objectives.

Key Responsibilities
Operations Management
• Drive operational performance across the zone for Plutus and Petroleum businesses.
• Ensure achievement of uptime, SLA, and service delivery targets.
• Monitor and improve First Time Fix Rate (FTFR) and Mean Time to Resolve (MTTR).
• Review territory-wise operational KPIs and implement corrective actions.
• Ensure timely closure of incidents, service requests, and customer escalations. Team Leadership & People Management
• Lead Territory Leads, Cluster Heads, and Field Service Representatives (FSRs).
• Drive productivity, discipline, and performance management across teams.
• Conduct regular reviews, coaching sessions, and field audits.
• Identify training needs and develop technical capabilities within the team.
• Ensure adequate manpower planning and resource deployment. Petroleum Automation Management
• Ensure smooth operations of forecourt automation systems, tank gauging systems, ATGs, probes, controllers, and integrated payment solutions.




• Drive compliance with automation standards and operating procedures.
• Monitor installation quality, commissioning, preventive maintenance, and issue resolution.
• Work closely with OEMs, OMCs, and service partners for operational excellence. Customer & Stakeholder Management
• Manage relationships with OMCs, Banks, OEMs, and key customers.
• Participate in customer reviews and business meetings.
• Handle critical escalations and ensure timely resolution.
• Ensure high customer satisfaction through proactive engagement. Governance & Compliance
• Conduct field and process audits across territories.
• Ensure adherence to safety, electrical, earthing, installation, and automation compliance standards.
• Prevent unauthorized tampering, manual operations, and process deviations.
• Drive root cause analysis and corrective/preventive actions for recurring issues. Vendor & Partner Management
• Manage OEMs, implementation partners, and service vendors.
• Monitor service partner performance against defined KPIs.
• Ensure timely availability of spares and inventory management.
• Drive accountability through regular performance reviews. Business & Financial Management




• Monitor operational costs and optimize resource utilization.
• Participate in planning for expansion, rollouts, migrations, and upgrades.
• Ensure zone-level profitability through effective operational control.
• Support business growth initiatives and strategic projects. Key Performance Indicators (KPIs)
• Service Uptime (%)
• Equipment Uptime (%)
• SLA Adherence
• MTTR & FTFR
• Customer Satisfaction Score (CSAT)
• Escalation Closure Timelines
• Preventive Maintenance Compliance
• Resource Productivity
• Audit & Compliance Scores
• Territory-wise Operational Performance Desired Qualifications
• Bachelor's Degree in Engineering (Electronics/Electrical/Instrumentation/Computer Science) or equivalent.
• MBA preferred. Experience
• 10–15+ years of experience in field operations, digital payments, petroleum automation, telecom, banking technology, or related industries.
• Minimum 5 years in a leadership role managing large field teams.
• Experience in managing multi-location operations and customer-facing teams.
• Robust exposure to petroleum retail automation, payment systems, network infrastructure, and service operations. What we value in our people: •You take the Shot: You Decide Fast and You Deliver Right •You are the CEO of what you do: you show ownership and make things happen •You own tomorrow: by building solutions for the merchants and doing the right thing
• You sign your work like an artist: You seek to learn and take pride in the work you do

📌 Zonal Service Manager (Chennai)
🏢 Pine Labs
📍 Chennai