Job Title: Head – Customer Services
Salary: ₹15.00 Lac - ₹20.00 Lac
Experience: 15 - 20 years
Location: Vadodara
Education: Diploma/BE/B.Tech in Chemical/Mechanical/Industrial Engineering
Industry: Glass Works
Team Size: 21 Service Technicians across 4 regions
Business Responsibility: Heads the P&L of the Service Business
Skills Required: Service Management, reactor systems, Service operations planning, Commissioning and troubleshooting, CRM, ERP, Leadership, Team Development, Customer Relationship, AMC, Workforce Optimization, Technician deployment, P&L
Role Summary
The Head of Customer Services will lead, build and optimise the national service organisation of the company. This role will oversee a team of 21 service technicians (across four regions) who perform on-site installation, assembly of glass and non-glass components, commissioning, troubleshooting and customer training.
The position is responsible for technician deployment & scheduling, service quality, customer satisfaction, AMC revenue, spares sales, unused material returns, and the full Service P&L.
The ideal candidate brings deep expertise in service operations within EPC / turnkey process equipment / industrial systems companies.
Key Responsibilities
1. Service Operations Leadership:
- Lead and manage a 21-member service technician team across 4 regions.
- Define standard installation, commissioning and service protocols for Process Equipment and turnkey systems.
- Ensure high-quality installation of reactors and assemblies at customer sites.
- Troubleshoot complex technical issues; guide technicians through critical installations.
2. Technician Scheduling & Workforce Optimization:
- Create an optimal dispatch & scheduling plan to reduce travel cost and improve response time.
- Balance workload across regions, plan preventive maintenance and AMC visits.
- Implement service tracking tools for real-time visibility.
3. Service Revenue, AMC & Spares Growth:
- Drive revenue through AMCs, paid services, spares, upgrades and retrofit opportunities.
- Monitor regional service sales targets and improve conversion of installation visits into revenue.
- Ensure accurate estimation, invoicing and timely collection.
4. P&L Ownership – Service Business
- Full ownership of Service & Aftermarket P&L including revenue, cost, margins and material reconciliation.
- Optimize cost of service operations, travel, and resource utilization.
- Build annual business plans and forecasts.
5. Customer Relationship & Feedback Loop
- Establish strong relationships with key customers, ensuring fast turnaround for service requests.
- Implement structured feedback capture from technicians and customers.
- Work closely with Sales, Production, Quality and Design teams to close quality/service gaps.
6. Process, Safety & Compliance Excellence
- Ensure adherence to EHS & safety standards during all field installations.
- Maintain documentation standards, service reports, installation records, warranty claims and material movement.
- Ensure timely return of unused materials and reconciliation with stores.
7. Team Development
- Train technicians in assembly of glass and non-glass components, customer handling, safety and reporting.
- Create a culture of transparency, accountability and continuous improvement.
- Build succession pipelines and upskill technicians on new product lines.
Key Performance Indicators (KPIs)
- AMC & Spares Revenue Growth
- Service Business P&L Performance
- Installation Cycle Time & First-Time-Right %
- Customer Satisfaction Index (CSI)
- Technician Utilization & Productivity
- Response Time & Regional SLA Compliance
- Unused Material Return % and Reconciliation Accuracy
- Reduction in Service Cost / Travel Cost per Job
Candidate Profile
- Education: Diploma / B.E. / B.Tech in Mechanical / Chemical / Industrial Engineering
- Additional certifications in service management / project management preferred
- Experience15–20 years of experience in Service Management within:EPC / Process Equipment /Turnkey Projects/Manufacturing of reactors, glass-lined equipment, scientific glass systems
Technical Skills
- Strong understanding of reactor systems, industrial glass assembly, and mechanical components
- Service operations planning, commissioning and troubleshooting
- Commercial understanding of AMCs, spares and service costing
- Familiarity with CRM/ERP for service management
Leadership & Soft Skills
- Excellent team leadership and people development capability
- Strong analytical and planning skills
- Customer-centric mindset and ability to handle escalations
- High ownership, discipline and process orientation
Why Join Us?
- Opportunity to lead the national service function of a global scientific equipment manufacturer
- P&L ownership and strategic impact
- Work closely with leadership to build a world-class service organisation
- Exposure to cutting-edge process system installations across global chemical & pharma industries
Who is an ideal candidate ?
Ideal candidate for the position is a senior service leader with 15–20 years of experience in EPC, process equipment, or turnkey industrial systems. They hold a Diploma or B.E./B.Tech in Mechanical, Chemical, or Industrial Engineering. This professional has led large, multi-region service teams, handled reactor and glass-lined equipment installations, and owned Service P&L. They are skilled in commissioning, troubleshooting, AMC and spares revenue growth, and cost control. With strong leadership, planning skills, and a customer-first mindset, they build reliable, safe, and profitable service operations.
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