Regional Service Lead

The Regional Service Lead acts as a field execution enabler and functional consultant,

responsible for driving service performance, productivity, and operational excellence across their

region. This role ensures high-quality customer service delivery, efficient turnaround times, and

strong team leadership to achieve service KPIs.

Experience required - 3 to 8 Years

Key Responsibilities

? Service Operations & Execution

? Oversee service delivery across all stores and service centres in the region.

? Ensure adherence to service SOPs and operational standards.

? Drive execution of service programs and initiatives in alignment with central

operations.

? Performance & Productivity

? Monitor and improve service turnaround time (TAT) across the region.

? Track and reduce backlog JC ageing to ensure timely service closure.

? Customer Experience

? Own the service NPS for the region, ensuring superior customer satisfaction.

? Implement initiatives to improve delivery quality and service consistency.

? Resolve escalations and drive continuous improvement in customer experience.

? Leadership & Team Management

? Lead and mentor technicians and service teams across the region.

? Build capability and foster a performance-driven culture.

? Ensure alignment of service teams with organizational goals and KPIs.

? Governance & Audit

? Drive compliance with service processes and standards.

? Monitor audit scores and implement corrective actions where required.

? Ensure governance of program execution and reporting.

Key Metrics

? Service TAT (Turnaround Time)

? Audit scores for service centres

? Backlog JC ageing and closure rates

? Service NPS and customer satisfaction levels

? Technician productivity and delivery quality

Desired Profile

? Strong background in service/aftersales operations with proven track record.

? Solid operational foundation; MBA or equivalent preferred.

? Experience in leading technicians and service teams across multiple locations.

? Commercial acumen with focus on productivity, cost, and efficiency.

? Excellent communication, stakeholder management, and problem-solving skills.

? Ability to drive program execution and embed service excellence across the region.