Role Purpose To lead regional service operations, drive business growth, enhance customer satisfaction and ensure operational excellence through effective resource management, process implementation and team development.

Key Roles & Responsibilities

A. Strategic & Business Development

- Develop and implement regional service strategies aligned with organizational objectives.
- Identify current service business opportunities and drive revenue growth through AMCs, upgrades and value-added services.
- Strengthen relationships with key customers and improve customer retention.
- Support the management in developing service strategies and exploring new business opportunities.
- Monitor market trends and competitor service offerings.

B. Service Operations & Performance

- Lead and monitor service operations across all branches in the assigned zone.
- Ensure achievement of service revenue, profitability, productivity and customer satisfaction targets.
- Plan and control service budgets, manpower and operational resources.
- Monitor service KPIs and drive timely corrective actions.
- Ensure timely resolution of customer complaints and escalations.
- Monitor service receivables and ensure timely collection of outstanding payments.




- Ensure adherence to defined service processes, quality standards and organizational policies.

C. Customer Relationship Management

- Build strong relationships with key customers and strategic accounts.
- Conduct periodic customer visits to understand requirements and identify business opportunities.
- Monitor customer satisfaction and initiate improvement actions based on feedback.
- Ensure timely technical and commercial support to customers.

D. People & Team Development

- Lead, coach and develop branch service teams and first-line managers.
- Drive manpower planning, recruitment, performance management and skill development.
- Identify competency gaps and implement training and development initiatives.
- Drive employee engagement, rewards and recognition, and succession planning.

E. Process Excellence & Governance

- Ensure implementation of organizational initiatives and service improvement projects.
- Conduct and monitor QMS and CRM audits across branches.
- Drive process standardization and continuous improvement.
- Ensure timely and accurate MIS reporting on regional service performance to the Head Domestic Operations / Vice President.

📌 Regional Service Head - North and Gujarat (Ahmedabad)
🏢 ACE DESIGNERS
📍 Ahmedabad