Role- Service Head

Department: Service / Operations

Reporting To: Managing Director / Business Head

Location: Vashi, Navi Mumbai (with pan-India travel as required)

Experience

10–15+ years in electronic security / ELV / service operations; leadership experience preferred

1. Role Purpose

The Service Head will own Zinq Electronics’ end-to-end service delivery function across India, ensuring timely resolution of customer complaints, strong AMC execution, preventive maintenance, effective field-force utilisation, technical quality, customer satisfaction and profitable service operations. The role will be accountable for building a disciplined, technology-driven service organisation with clear SLAs, escalation mechanisms, dashboards and measurable team performance.

2. Key Responsibilities

A. Service Operations & SLA Management

· Own the complete lifecycle of service complaints—from ticket creation, allocation and diagnosis to resolution, closure and customer confirmation.

· Ensure agreed response and resolution SLAs are consistently achieved, with a target of 48-hour complaint closure wherever contractually applicable.

· Establish daily monitoring of open, ageing, repeat and escalated complaints.

· Create a structured escalation matrix for critical customers, high-value sites and SLA breaches.

· Identify bottlenecks and implement corrective actions to reduce turnaround time and repeat complaints.

· Ensure proper service documentation, closure reports, visit reports and customer sign-offs.

B. AMC & Preventive Maintenance

· Own execution of all AMC contracts and ensure deliverables are completed within agreed timelines.

· Plan and monitor preventive maintenance schedules across customer sites.

· Track AMC renewals, pending visits, service commitments and site-level compliance.

· Coordinate with Sales/Commercial teams for AMC renewal opportunities, scope changes and service-related commercial issues.

· Ensure AMC profitability through effective manpower, travel, spares and subcontractor management.

· Develop customer-wise service performance reports and renewal risk indicators.

C. Team Leadership & Field Force Management

· Lead, mentor and manage service managers, engineers, technicians, coordinators and regional service teams.

· Define KRAs, KPIs and individual performance targets for all service personnel.

· Ensure optimum technician allocation based on geography, skill, workload and customer priority.

· Monitor attendance, productivity, first-time-fix rate, repeat visits and field utilisation.

· Build technical capability through structured training, certification and knowledge-sharing programs.

· Take ownership of recruitment requirements, onboarding and performance management within the service function.

D. Customer Management & Escalations

· Act as the senior escalation point for key customers and strategically important accounts.

· Conduct periodic service review meetings with major customers and present performance dashboards.

· Build strong relationships with facility, security, operations, procurement and technical stakeholders.

· Proactively identify dissatisfied customers, recurring issues and renewal risks.

· Drive customer satisfaction, retention and service quality across the organisation.

· Ensure customer complaints are handled professionally, with clear communication and ownership until closure.

E. Technical & Quality Control

· Maintain high technical standards across CCTV, access control, fire alarm, intrusion detection and related ELV/security systems.

· Ensure engineers follow OEM specifications, installation/service standards and safety procedures.

· Analyse recurring technical failures and drive root-cause analysis and permanent corrective action.

· Coordinate with OEMs, distributors and technical partners for complex issues, warranties and escalations.

· Standardise troubleshooting processes, checklists and service SOPs.

F. CRM, MIS & Process Discipline

· Ensure 100% service tickets, activities, engineer visits and closures are recorded in Edify CRM or the designated service platform.

· Own service dashboards covering open complaints, ageing, SLA compliance, repeat complaints, productivity, AMC visits and customer escalations.

· Conduct daily/weekly/monthly service reviews and publish actionable MIS.

· Use data and analytics to identify trends, capacity gaps and improvement opportunities.

· Drive process automation and eliminate manual follow-up wherever practical.

G. Spares, Vendor & Cost Management

· Ensure availability and controlled utilisation of critical service spares.

· Coordinate with procurement/stores for timely material availability and replacement requirements.

· Monitor warranty claims, RMA processes and material returns.

· Manage service vendors/subcontractors and evaluate them on quality, turnaround time and cost.

· Control service operating costs while maintaining agreed customer service levels.

3. Key Performance Indicators (KPIs)

SLA Compliance- ≥ 95% or as defined by customer contract

Complaint Closure- Majority of standard complaints closed within committed SLA

Open Complaint Ageing- Continuous reduction; no unexplained critical ageing

First-Time Fix Rate- Progressive improvement; target defined by service category

Repeat Complaints- Continuous reduction through RCA and preventive action

AMC PM Compliance ≥ 95% on-time completion

Customer Escalations - Reduction month-on-month

Customer Satisfaction- Improving CSAT / retention / renewal performance

CRM Discipline- 100% ticket and visit documentation

Team Productivity- Measured through utilization, closures and field efficiency

4. Required Qualifications & Experience

· Bachelor’s degree or diploma in Electronics, Electrical, Instrumentation, Engineering, IT or a related technical discipline.

· 10–15+ years of relevant experience in electronic security, ELV, systems integration, facility technology or technical service operations.

· At least 5 years of experience managing service teams and field operations.

· Strong understanding of CCTV, access control, fire alarm, intrusion detection, networking and related security systems.

· Experience managing multi-location / pan-India service operations is strongly preferred.

· Experience with AMC businesses, SLA-driven contracts and enterprise customers is preferred.

· Strong working knowledge of CRM/service management systems and MIS reporting.

5. Key Competencies

· Leadership and people management

· Customer-centric mindset

· Strong technical and troubleshooting orientation

· SLA and process discipline

· Problem-solving and root-cause analysis

· Planning and resource optimisation

· Vendor and OEM management

· Data-driven decision making

· Excellent communication and escalation management

· Ownership, accountability and execution focus

6. Authority & Decision-Making

· Allocate service resources based on priority, skill and customer commitments.

· Escalate manpower, inventory, vendor and technical requirements to management with clear business justification.

· Recommend recruitment, training, performance actions and organizational changes within the service team.

· Approve service priorities and corrective actions within the authority delegated by management.

· Recommend process, technology and service-contract improvements to improve customer experience and profitability.

7. Ideal Candidate Profile

A hands-on service leader who can build a high-accountability service culture, manage large field teams, handle demanding enterprise customers, understand the technical realities of electronic security systems, and use data to improve SLA performance, customer retention and service profitability. The candidate should be comfortable working in a fast-paced, growth-oriented organisation and should take end-to-end ownership rather than functioning only as an escalation manager.

8. Success in the First 90 Days

· Complete a diagnostic review of the current service organisation, customers, SLAs, manpower and processes.

· Establish daily service dashboards and a clear complaint-ageing/escalation mechanism.

· Identify the top recurring complaint categories and implement corrective action plans.

· Review technician productivity, territory allocation and skill gaps.

· Bring AMC preventive-maintenance schedules under disciplined tracking.

· Create a monthly service review format covering SLA, ageing, repeat complaints, AMC compliance, manpower and customer escalations.

· Present a 90-day service improvement roadmap to management.

9. Reporting & Review

The Service Head will participate in regular management reviews and will be responsible for presenting service performance, major customer escalations, SLA trends, manpower requirements, AMC performance, operational risks and improvement initiatives.

Service Head

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