JOB DESCRIPTION

TITLE: Head - Service

REPORTS TO: VP Operations with dotted line to Director Technical

DIRECT REPORTS: Service Manager, Service Engineers, Service Coordinators

PEERS: Head - Sales, Head - Marketing, Head - Product & 8 more vertical Heads

RELATIONSHIPS:

OTHER KEY:

Key Opinion Leaders (KOLs), Strategic Customers, Application Specialists, Sales Heads, Technical Support, Logistics, and CRM Teams

POSITION QUALIFICATIONS:

SUMMARY OF POSITION:

We are looking for a highly experienced and proactive Head - after sales, service & customer support Operations to lead our nationwide service function and ensure delivery excellence, customer satisfaction, and long-term service revenue growth through AMC/CMC, upselling, referrals.

This leadership role is responsible for developing and implementing service strategies, managing a high performing service team, driving operational efficiency, ensuring minimal downtime, and strengthening customer relationships to enhance brand trust and loyalty.

KEY RESPONSIBILITIES:

- Design and execute service delivery models focused on service excellence, uptime commitment, and customer retention.

- Regularly review service KPIs and team productivity; implement tools for real-time tracking (e.g., Kapture or equivalent CRM platforms).

- Develop and monitor customer satisfaction programs for retention, including periodic surveys, NPS tracking, and feedback analysis to drive service improvements.

- Ensure timely resolution of breakdown calls, preventive maintenance schedules, warranty services & TAT reduction.

- Build capability within the team through regular technical training, soft skills development, and product updates.

- Strategically oversee spares forecasting, inventory management, and warranty replacements in collaboration with logistics and supply chain teams.

- Strengthen AMC/CMC penetration by guiding teams in value-based selling and understanding procurement processes in government, PSU, defense, and corporate hospitals.

- Maintain strong relationships with key decision-makers like Microbiologists, Biomedical Engineers, Procurement Officers, and Heads of Departments.

- Collaborate closely with the Sales and Application teams to support new product launches, VOC gathering, and competitive benchmarking.

- Lead and manage the national service team to deliver targeted AMC/CMC revenue, profitability, and service coverage.

- Represent the service function in leadership reviews, budgeting, and strategic planning initiatives.

- Uphold regulatory compliance, safety norms, and ethical service practices across all customer interactions

POSITION QUALIFICATIONS

Experience: 10-15 years in technical service, with at least 6-7 years in a leadership role (preferably in medical devices, diagnostics, or related industries).

Education: Bachelor's in Engineering (Electronics/Biomedical preferred); MBA is an advantage.

Skills: Strategic thinking, team leadership, problem-solving, government client handling experience, CRM fluency, excellent communication.

- Process oriented mindset with foresightedness

- Experience of team Leadership / Multi location team with regular reviewal mechanism and periodic MIS.

KEY METRICS TO OWN:

- AMC/CMC revenue achievement

- Customer Satisfaction Score (CSAT / NPS)

- First-Time Fix Rate (FTFR)

- Average Downtime per System

- Technician Utilization Rate

- VOC closure and improvement actions