Job Description

of Service Head-Service Department

Service Head - Key Responsibilities

Oversee the

overall operations

of the service department -- ensuring effective installation, maintenance, repair, commissioning and after-sales support for air-cooling / HVAC / ventilation / cooling equipment. Lead, manage and mentor the service team -- technicians, engineers, field-staff, managers -- including training, performance reviews, setting goals, career development, and periodic skill refreshers. Develop and implement

service policies, standard operating procedures (SOPs), quality standards and safety procedures

to ensure consistent, high-quality, and safe services. Plan and manage

preventive maintenance programs

and scheduled maintenance activities (AMC or contract-based maintenance), ensuring timely maintenance and reducing breakdowns. Oversee

installation, commissioning, troubleshooting, repair and maintenance

of cooling / HVAC / ventilation systems -- including complex issues, major breakdowns, and quality checks. Manage

spare parts inventory, procurement, and logistics

, ensuring parts availability, minimizing delays, and optimizing costs. Act as

escalation point

for customer complaints, technical issues or complex service problems -- ensuring prompt resolution and maintaining customer satisfaction.Monitor and track

service metrics and KPIs

-- e.g. response time, first-time fix rate, TAT (turn-around time), customer satisfaction, service costs -- and drive continuous improvement in service quality and efficiency. Coordinate with other departments (e.g. sales, production, quality, inventory) to streamline operations, feedback recurring issues to product/manufacturing teams, and ensure integrated workflow across the organization. Prepare and manage

departmental budgets, forecasts and cost controls

-- including service operations costs, spare-parts costs, manpower costs, and profitability for service contracts and maintenance agreements. Oversee documentation -- service records, maintenance logs, work orders, service reports, warranty/service-contract documents -- ensuring compliance with company standards and regulatory/safety requirements. Promote a culture of

safety, accountability, customer-centric service and continuous improvement

within the service department.

Desired Skills & Qualifications

Degree or diploma in Mechanical / Electrical / HVAC / relevant Engineering field (or equivalent technical background). Several years (5+ to 10+/ more, depending on company size) of relevant experience in HVAC / air-cooling / cooling equipment service and maintenance, preferably with some years in a supervisory/management role. Strong technical knowledge and understanding of cooling systems -- air-cooling, ventilation, HVAC, electrical and mechanical systems, control systems, pumps, ducts, compressors etc. Proven leadership, team-management, mentoring and interpersonal skills. Good communication skills (verbal and written), customer-service orientation, conflict resolution, and ability to handle escalations professionally. Competence in managing inventory, spare parts, logistics, coordinating with suppliers/vendors, budgeting and cost control. Ability to implement and enforce safety, quality, standard processes and compliance with relevant regulations/standards. Organizational skills, ability to multitask, plan and schedule maintenance/service tasks, manage staff workload, and ensure delivery of service excellence under deadlines.

Strategic / Leadership Accountabilities

Define and execute

service strategy and vision

in alignment with the company's business objectives. Drive continuous improvement -- identify recurring service issues, analyze root causes, work with relevant departments (R&D/Production/Quality) to resolve design or manufacturing problems, and implement preventive measures. Expand and optimize the service network -- manage relationships with external service partners/contractors, widen service reach, improve geographic coverage, and maintain partner performance standards. Develop and manage revenue stream from AMC / maintenance contracts / after-sales services / maintenance agreements -- designing service packages, quotations, contracts and renewals.
EXPERIENCE= 3-6 years

Salary Structure = 25k-30k,after checking experience it will get hike up to 32k

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹32,000.00 per month

Work Location: In person