Branch Service Head

Roots Group; Mohali; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Zoho is seeking a seasoned Head of Service Operations to lead our branch, ensuring timely customer support and maintaining high service quality across maintenance and spare parts. You will guide engineers, drive AMC-driven revenue, and oversee KPI performance while aligning with sales and safety standards.

The role demands 10-15 years in service operations with team leadership experience, preferably in industrial or automotive service sectors.

Qualifications

• 10-15 years of experience in service operations with leadership exposure.
• Experience in supervising a team of service engineers/technicians is preferred.
• Strong focus on customer satisfaction, safety, and documentation.

Responsibilities

• Lead branch service operations to ensure timely customer support.
• Oversee preventive and breakdown maintenance for maximum equipment uptime.
• Supervise and develop service engineers and technicians.
• Resolve customer issues promptly to maintain high satisfaction levels.
• Drive service revenue through AMCs, contracts, and spare parts sales.
• Monitor and achieve service KPIs and branch performance targets.
• Ensure spare parts, tools, and accurate service documentation are available.
• Collaborate with Sales and Operations while following company policies and safety standards.

Skills

Team leadership

Service operations

Customer service

Preventive maintenance

Documentation

Job description

• Lead branch service operations to ensure timely and quality customer support.
  
• Manage preventive and breakdown maintenance to maximize equipment uptime.
  
• Supervise and develop service engineers and technicians.
  
• Resolve customer issues promptly and maintain high satisfaction levels.
  
• Drive service revenue through AMCs, contracts, and spare parts sales.
  
• Monitor and achieve service KPIs and branch performance targets.
  
• Ensure availability of spare parts, tools, and accurate service documentation.
  
• Collaborate with Sales and Operations while ensuring compliance with company policies and safety standards.
  

Requirements

• 10-15 years of experience in service operations, including at least 3 years in a team leadership role.
  
• Experience in industrial equipment, material handling equipment, construction equipment, or automotive service is preferred.