Service Head

Jobitus; Ahmedabad District; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Jobitus in India is seeking a dynamic Lead, Service Engineering to head the Service Engineering team, drive resource planning, performance monitoring, and staff development while ensuring top-tier service delivery across customer sites.

You will coordinate with Sales, Applications, Product Management, Manufacturing, and Support to facilitate installations, maintenances, field repairs, and proactive maintenance, while building strong customer relationships and pursuing AMC contracts.

Qualifications

• Lead and manage the Service Engineering team with clear accountability.
• Strong leadership, planning, and stakeholder management skills.
• Customer-centric mindset with focus on service quality and uptime.

Responsibilities

• Lead and manage the Service Engineering team, including resource planning, work allocation, performance monitoring, training, and development.
• Oversee installation, validation, commissioning, maintenance, troubleshooting, and repair of equipment at customer sites.
• Handle critical technical issues and customer escalations, ensuring timely resolution and customer satisfaction.
• Plan and monitor service calls, customer visits, preventive maintenance, and service turnaround time.
• Support Sales and Pre-Sales teams in customer meetings, site assessments, technical discussions, RFI/RFP responses, and proposals.
• Visit existing and prospective customers to understand technical requirements and strengthen customer relationships.
• Identify opportunities for AMC/service contracts, upgrades, replacements, and additional service business.
• Coordinate with Sales, Applications, Product Management, Manufacturing, and Customer Support teams to resolve technical and customer-related issues.
• Ensure proper preparation and maintenance of service reports, installation/commissioning documents, SOPs, troubleshooting records, and service database.
• Monitor key service KPIs such as response time, resolution time, first-time fix rate, customer complaints, and equipment downtime.
• Conduct technical training and knowledge-sharing sessions for Service Engineers.
• Lead root-cause analysis and corrective actions for recurring technical and field issues.
• Ensure compliance with company service procedures, safety standards, and customer requirements

Job description

• Lead and manage the Service Engineering team, including resource planning, work allocation, performance monitoring, training, and development.

• Oversee installation, validation, commissioning, maintenance, troubleshooting, and repair of equipment at customer sites.

• Handle critical technical issues and customer escalations, ensuring timely resolution and customer satisfaction.

• Plan and monitor service calls, customer visits, preventive maintenance, and service turnaround time.

• Support Sales and Pre-Sales teams in customer meetings, site assessments, technical discussions, RFI/RFP responses, and proposals.

• Visit existing and prospective customers to understand technical requirements and strengthen customer relationships.

• Identify opportunities for AMC/service contracts, upgrades, replacements, and additional service business.

• Coordinate with Sales, Applications, Product Management, Manufacturing, and Customer Support teams to resolve technical and customer-related issues.

• Ensure proper preparation and maintenance of service reports, installation/commissioning documents, SOPs, troubleshooting records, and service database.

• Monitor key service KPIs such as response time, resolution time, first-time fix rate, customer complaints, and equipment downtime.

• Conduct technical training and knowledge-sharing sessions for Service Engineers.

• Lead root-cause analysis and corrective actions for recurring technical and field issues.

• Ensure compliance with company service procedures, safety standards, and customer requirements