Head of service operations

About the role The VP - Service will be responsible for end-to-end service operations, including process development, implementation of AMC programs, customer satisfaction, vendor coordination, and leading a geographically dispersed service team. The ideal candidate should have a strong background in aftersales service, technical process improvement, and team leadership, preferably in the cleantech or industrial equipment domain.
Responsibilities
1. Service Strategy & Execution  Develop and implement comprehensive service strategies to support the deployment and maintenance of Chakr’s Retrofit Emission Control Devices.  Lead preventive and corrective maintenance operations across all client sites.  Drive continuous improvement in service processes and customer satisfaction.
2. Team Leadership  Lead, mentor, and grow a high-performing team of service engineers and technicians across regions.  Define clear KPIs and performance standards for the team.
3. Process Development  Standardize service protocols, troubleshooting methods, and installation processes.  Implement digital tools and dashboards for real-time monitoring of service operations.
4. Annual Maintenance Contracts (AMC)  Design and manage AMC offerings tailored to customer needs.  Ensure timely renewals, execution, and profitability of AMC contracts.
5. Customer Satisfaction  Act as the escalation point for critical service issues.  Build strong customer relationships by ensuring timely resolution of complaints and maintaining high service standards.
6. Vendor & Partner Management  Identify and manage third-party vendors and service partners for installations and maintenance activities.  Negotiate service contracts and ensure SLA compliance.
7. Documentation & Reporting  Maintain accurate service records, incident logs, and installation reports.  Provide regular service performance reports to senior management.
What you’ll need
 Proven leadership and team management skills.  Strong experience in Process Development, Preventive Maintenance, and AMC Management.  Working knowledge of Diesel Generators, emission control systems, or HVAC equipment is a plus.  Excellent communication, vendor management, and customer handling skills.  Willingness to travel to customer sites as needed. Qualification  Bachelor’s degree in Mechanical / Electrical / Industrial Engineering. Master’s degree preferred.  8–12 years of experience in service operations, preferably in industrial equipment, cleantech, or diesel engine-based systems