Regional Service Head, Ghaziabad

The Regional Service Head will lead service operations across the assigned region. This role involves overseeing warranty management, dealer appointment and performance, team leadership, productivity optimization, and ensuring audit and compliance standards are met. The ideal candidate should have a strong technical background, excellent people management skills, and a customer-centric approach to service excellence.

1. Warranty Management

Ensure proper validation of warranty periods as per company policy.

Track and enforce the timely return of warranty batteries by service partners and field teams.

2. Dealer Appointment & SLA Monitoring

Identify and appoint new service dealers in alignment with regional growth plans.

Monitor dealer performance and ensure SLA adherence through periodic reviews and reporting.

3. Team Management & Goal Setting

Set clear goals, KPIs, and productivity metrics for Service Engineers.

Monitor performance regularly and provide guidance and support for target achievement.

4. Productivity Analysis & Performance Optimization

Conduct regular analysis of team performance and implement corrective actions where necessary.

Identify areas for continuous improvement in field service efficiency, cost, and coverage.

5. Customer Escalation Resolution

Act as the first point of contact for critical customer issues and ensure prompt resolution.

Implement preventive actions to reduce recurrence and escalate only when necessary.

6. Channel Partner Management

Build and maintain strong communication channels with dealers and service partners.

Provide technical support and ensure timely query resolution to strengthen service network relationships.

7. SOP Adherence & Auditing

Ensure all Service Engineers and Channel Partners follow defined SOPs.

Conduct periodic audits to ensure compliance and take corrective measures as required.

8. Technical Equipment Readiness

Ensure Service Engineers are equipped with the necessary tools, testing equipment, and technical kits to perform field tasks effectively.

9. Customer Service & Quality Standards

Drive initiatives to maintain high customer satisfaction scores.

Enforce Total Quality Management (TQM) standards and ensure preparedness for ISO and internal audits. Ensure audit compliance and documentation readiness at all levels of service delivery.

Experience :

Bachelor's degree in Engineering (Electrical / Electronics preferred); MBA is an advantage.

8–12 years in service operations, with at least 3–5 years in a regional leadership role.

Preferred industry :

Automotive, Battery / Energy Storage, Consumer Electronics, or similar tech-driven sectors