Service Head

Yotech Infocom Pvt. Ltd.; Delhi Cantonment; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Yotech Infocom Pvt. Ltd in India seeks an experienced Service Head to lead service operations for AV solutions, manage customer complaints, and ensure timely resolution of technical issues.

The role requires strong technical knowledge of video conferencing systems, LED displays, and related AV products, with proven leadership and customer relationship skills. You will oversee a team of service engineers, manage warranty claims, and coordinate with sales and internal departments to deliver

Qualifications

• 8-10 years of relevant experience in AV solutions, IT hardware service, and service team leadership.
• Experience in customer complaint handling, warranty management and after-sales service.
• Proven ability to lead a service team and coordinate cross-functional teams.
• Strong communication skills and focus on customer satisfaction.

Responsibilities

• Lead and manage the service and technical support team to ensure efficient service delivery.
• Handle customer complaints, technical escalations, and service-related issues.
• Ensure all customer complaints are resolved within committed timelines.
• Monitor service tickets from complaint registration to final resolution.
• Manage warranty claims, product repairs, replacements, and coordination with Customer.
• Guide service engineers in troubleshooting, installation, maintenance, and technical problem-solving.
• Coordinate with customers, sales teams, and internal departments for smooth service operations.
• Monitor service response times, complaint closure rates, and customer satisfaction.
• Maintain service reports, warranty records, and complaint-resolution documentation.
• Take ownership of critical customer issues and ensure appropriate follow-up until closure.
• Develop and maintain service processes to improve service quality and operational efficiency.

Skills

Excellent customer handling

Strong technical troubleshooting

Warranty management experience

Team leadership

Coordination and communication

Prioritize complaints

Service reporting knowledge

Education

Diploma or Bachelor's degree in Electronics, IT, Computer Hardware, or a related technical field

Job description

Yotech Infocom Pvt . Ltd

We are a leading OEM (Original Equipment Manufacturer) in the Audio Visual (AV) industry, proudly registered on GeM ( Government e-Marketplace). Our product portfolio includes Professional displays, Interactive Flat Panels , Indoor & Outdoor Active LED , conferencing solutions, AV integration products & Solutions, designed for a wide range of applications including government, education, corporate, and institutional sectors

Job Summary

We are looking for an experienced Service Head to lead our service operations, manage customer complaints, and after-sales support, and ensure timely resolution of technical issues. The candidate should have strong technical knowledge of video conferencing solutions, also maintain Good Relationship To IT Customer.

Key Responsibilities

• Lead and manage the service and technical support team to ensure efficient service delivery.
• Handle customer complaints, technical escalations, and service-related issues.
• Ensure all customer complaints are resolved within committed timelines.
• Monitor service tickets from complaint registration to final resolution.
• Manage warranty claims, product repairs, replacements, and coordination with Customer .
• Guide service engineers in troubleshooting, installation, maintenance, and technical problem-solving.
• Coordinate with customers, sales teams, and internal departments for smooth service operations.
• Monitor service response times, complaint closure rates, and customer satisfaction.
• Maintain service reports, warranty records, and complaint-resolution documentation.
• Take ownership of critical customer issues and ensure appropriate follow-up until closure.
• Develop and maintain service processes to improve service quality and operational efficiency.

Product & Technical Knowledge

The candidate should have experience with the following products but its not mandatory

- Interactive Flat Panels

- Video Conferencing Systems

- PTZ Cameras (Pan-Tilt-Zoom)

- LED Displays and Video Walls

- Integrated Audio-Visual (AV) Solutions

Required Skills

• Excellent customer handling and relationship management.
• Strong technical troubleshooting and escalation management.
• Experience in warranty management and after-sales service.
• Proven team leadership and service operations management.
• Strong coordination and communication skills.
• Ability to prioritize complaints and ensure timely resolution.
• Good knowledge of service reporting, documentation, and ticket management.

Educational Qualification

Diploma or Bachelor's degree in Electronics, IT, Computer Hardware, or a related technical field.

Experience Required

8- 10 years of relevant experience in AV solutions, IT hardware service, technical support, customer complaint handling, warranty management, and service team leadership.

Preferred Candidate

Candidates with experience in Audio visual product & solution , LED display solutions, interactive displays, video conferencing, and professional AV service operations will be preferred.