Service Head

Recex Pvt Ltd.; Ahmedabad District; On-site; INR 900,000 - 1,900,000; Full time

Job summary

Recex Pvt Ltd. is seeking a Lead Service Engineer to guide the Service Engineering team and drive performance through planning, allocation and development.

The role oversees installation, validation, commissioning, maintenance, troubleshooting, and repair at customer sites, ensuring timely resolutions and high customer satisfaction. The incumbent will plan service calls, preventive maintenance, and service turnaround; support Sales and Pre-Sales in technical discussions; pursue AMC/service

Responsibilities

• Lead the Service Engineering team in 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 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 issues.
• Ensure proper preparation and maintenance of service reports, installation/commissioning documents, SOPs, troubleshooting records and service database.
• Monitor 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 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