Head Of Service Operations

About the role The VP - Service will be responsible for end-to-end service operations, including process development, implementation of AMC programs, customer satisfaction, vendor coordination, and leading a geographically dispersed service team. The ideal candidate should have a strong background in aftersales service, technical process improvement, and team leadership, preferably in the cleantech or industrial equipment domain.

Responsibilities

1. Service Strategy & Execution ? Develop and implement comprehensive service strategies to support the deployment and maintenance of Chakrs Retrofit Emission Control Devices. ? Lead preventive and corrective maintenance operations across all client sites. ? Drive continuous improvement in service processes and customer satisfaction.

2. Team Leadership ? Lead, mentor, and grow a high-performing team of service engineers and technicians across regions. ? Define clear KPIs and performance standards for the team.

3. Process Development ? Standardize service protocols, troubleshooting methods, and installation processes. ? Implement digital tools and dashboards for real-time monitoring of service operations.

4. Annual Maintenance Contracts (AMC) ? Design and manage AMC offerings tailored to customer needs. ? Ensure timely renewals, execution, and profitability of AMC contracts.

5. Customer Satisfaction ? Act as the escalation point for critical service issues. ? Build strong customer relationships by ensuring timely resolution of complaints and maintaining high service standards.

6. Vendor & Partner Management ? Identify and manage third-party vendors and service partners for installations and maintenance activities. ? Negotiate service contracts and ensure SLA compliance.

7. Documentation & Reporting ? Maintain accurate service records, incident logs, and installation reports. ? Provide regular service performance reports to senior management.

What youll need

? Proven leadership and team management skills. ? Strong experience in Process Development, Preventive Maintenance, and AMC Management. ? Working knowledge of Diesel Generators, emission control systems, or HVAC equipment is a plus. ? Excellent communication, vendor management, and customer handling skills. ? Willingness to travel to customer sites as needed. Qualification ? Bachelors degree in Mechanical / Electrical / Industrial Engineering. Masters degree preferred. ? 812 years of experience in service operations, preferably in industrial equipment, cleantech, or diesel engine-based systems