Job Description

Key Responsibilities

1. Service Leadership & Strategy

Define and implement the overall service strategy for Prizor products across India. Establish and expand a robust service network covering all major regions. Develop service policies, procedures, and standards to ensure consistency and quality. Align service operations with organizational goals and customer satisfaction targets.
2. Team Management

Lead, mentor, and manage the team of service and support engineers. Allocate resources effectively to meet service demands across regions. Conduct regular performance reviews and training sessions for service staff. Foster a culture of accountability, customer focus, and continuous improvement.
3. Service Network Development

Identify and onboard service partners, authorized centers, and field engineers PAN India. Ensure availability of spare parts, tools, and technical resources across the network. Build strong relationships with distributors, dealers, and customers to support service delivery. Monitor service coverage and expand into underserved regions.
4. KPI Delivery & Performance Monitoring

Define and track key performance indicators (KPIs) such as:
o Response time to service requests.

o Resolution time for technical issues.

o Customer satisfaction scores.

o Service revenue and cost efficiency.

Ensure timely reporting and analysis of service performance. Implement corrective actions to meet or exceed KPI targets.
5. Customer Experience & Support

Ensure smooth and efficient service delivery for all Prizor products. Handle escalations and resolve complex technical issues. Drive initiatives to improve customer satisfaction and loyalty. Provide feedback to product and R&D teams for continuous improvement.
6. Compliance & Quality Assurance

Ensure adherence to industry standards, safety regulations, and company policies. Maintain proper documentation of service activities, warranties, and compliance reports. Conduct audits of service centres and engineers to ensure quality standards.
Required Skills & Competencies

Strong technical knowledge of CCTV, NVR, DVR, POE Switches, Televisions, Interactive Touch Panels, and Monitors. Proven experience in leading large service and support teams. Excellent leadership, communication, and problem-solving skills. Ability to establish and manage a nationwide service network. Strong analytical skills for KPI tracking and performance improvement. Customer-centric mindset with focus on service excellence.
Qualifications

Graduate in Electronics, Electrical, IT, or related field (MBA preferred). 10+ years of experience in service management, preferably in electronics/security/consumer electronics industry. Experience in PAN India service operations and network establishment.
Performance Indicators

Service coverage established PAN India. Achievement of defined KPIs (response time, resolution time, customer satisfaction). Growth in service efficiency and reduction in downtime. Positive customer feedback and repeat business support.
Work Mode

Full-Time | Work from Office + Field coordination as required
Job Type: Full-time

Pay: ?1,200,000.00 - ?1,500,000.00 per year

Experience:

CCTV Industry: 6 years (Preferred) CCTV, NVR, DVR, POE Switches: 5 years (Preferred)
Work Location: In person