Team Lead Service And Operations

Position Summary: The Team Lead (Service Operations) will lead and oversee the entire service operations of Himajal to ensure timely, efficient, and quality after-sales service delivery to customers. The role is responsible for building a strong, performance-driven service team, driving customer delight, innovating service processes, and achieving defined service revenue and profitability targets.

Key Purpose of the Role: To establish Himajal as a benchmark brand in customer service by ensuring excellence in every interaction, creating innovative service models, and building a motivated and skilled service workforce that enhances customer trust and loyalty.

Key Roles & Responsibilities:

1. Service Operations Management

• Ensure timely and high-quality service delivery across all customer touchpoints (installation, maintenance, complaint resolution, and AMC management).
• Develop, monitor, and continuously improve service SOPs for consistent performance across locations.
• Maintain strict adherence to TAT (Turnaround Time) and First-Time Resolution (FTR) targets.
• Manage spare parts inventory efficiently to minimize downtime and costs.
• Oversee service scheduling systems and resource allocation to maximize productivity.

2. Service Quality & Customer Experience

• Build a culture of “Customer Delight” through service excellence and proactive support.
• Conduct regular audits and feedback assessments to identify improvement areas.
• Implement training and quality control mechanisms for engineers and backend staff.
• Develop and monitor Service Quality Index (SQI) and Customer Satisfaction Scores (CSAT).
• Ensure timely closure of complaints and feedback loops to improve brand reputation.

3. Team Leadership & Capability Building

• Lead and motivate a team of field service engineers, service managers, and backend coordinators.
• Recruit, train, and retain skilled service professionals with technical and soft skill competencies.
• Foster a performance-driven culture through clear KPIs, mentoring, and recognition programs.
• Create career progression and learning pathways for service engineers and backend teams.
• Ensure strong coordination between field service, logistics, and customer support.

4. Innovation & Process Improvement

• Drive continuous innovation in service offerings (AMC+, extended warranty, remote service, digital monitoring, etc.).
• Introduce technology-led tools such as CRM-based service tracking, IoT-driven diagnostics, and mobile service apps.
• Benchmark and adopt best industry practices to elevate service standards.
• Develop preventive maintenance programs and predictive service models to reduce customer downtime.

5. Revenue & Cost Management

• Own and drive service revenue streams through AMCs, spares, and value-added services.
• Prepare and manage the annual service budget, ensuring profitability and cost optimization.
• Monitor service profitability ratios, and control operational expenses without compromising quality.
• Develop new service business opportunities and partnerships to enhance top-line contribution.

6. Strategic Initiatives & Reporting

• Support management in strategic decision-making by providing service insights, analytics, and market intelligence.
• Drive key initiatives such as customer retention programs, service excellence awards, and digital transformation.
• Submit monthly dashboards and performance reports covering key KPIs: response time, cost per service call, revenue achievement, customer satisfaction, and repeat call rates.
• Collaborate cross-functionally with Sales, Marketing, and Product Development to ensure a 360° customer experience.