Job Summary:

The National Service Head is responsible for leading and managing the country-wide service operations, ensuring high customer satisfaction through effective technical support, preventive maintenance, and complaint resolution. This strategic role involves overseeing service teams, standardizing processes, optimizing resource utilization, and driving service excellence across all regions.

Key Roles & Responsibilities:

• Lead, develop, and manage the national service team including regional service managers, field engineers, and support staff.

• Define service KPIs (TAT, first-time fix rate, customer satisfaction) and drive continuous improvement.

• Plan and implement preventive and corrective maintenance strategies across all installed bases.

• Ensure timely resolution of service issues and escalate complex cases when needed.

• Build and maintain strong relationships with key customers, distributors, and internal stakeholders.

• Collaborate with sales, supply chain, and product teams to enhance service delivery and customer experience.

• Manage annual service budgets, resource allocation, and cost optimization.

• Monitor warranty and AMC/CMC contracts and ensure timely renewals and upgrades.

• Lead service training and skill development programs for field teams.

• Implement service automation tools, CRM platforms, and reporting dashboards.

• Ensure compliance with safety, regulatory, and quality standards (e.g., ISO, NABL, BIS, etc.).

• Provide inputs to R&D/Product teams based on service data and customer feedback.

Qualifications & Skills Required:

• B.E. / B.Tech in Biomedical, Electronics, Electrical, or Mechanical Engineering.

• 12–20 years of experience in technical service/after-sales roles, with at least 5 years in a leadership capacity.

• Strong understanding of service management, team handling, and customer satisfaction metrics.

• Excellent leadership, communication, and problem-solving skills.

• Proficient in using CRM systems, field service tools, and Excel-based reporting.

• Ability to travel across regions for audits, escalations, or team management.

• Exposure to healthcare, diagnostics, or capital equipment service operations is highly preferred.