Elevator Technical Head - Service & Maintenance

The Elevator Technical Head will lead and oversee the lift service and lift maintenance operations of home lifts across multiple regions.

The position requires a strategic leader capable of managing large-scale field operations, building high-performing technical teams, and aligning service delivery with the organization's business objectives and growth plans.

Key Responsibilities

Service & Maintenance Operations:

• Lead and manage the complete lifecycle of elevator service operations including preventive maintenance, breakdown support, repairs, and AMC renewals.
  
• Ensure timely completion of maintenance visits and adherence to defined service schedules.
  
• Drive improvement in service efficiency, response time, and first-time fix rates.
  
• Monitor and reduce callback ratios through proactive maintenance practices.
  
• Ensure effective breakdown management and quick repair closure to maintain service reliability.
  
• Manage and improve AMC renewal rates and service revenue growth.
  

Team & Operations Leadership:

• Lead and manage a large technical workforce (400+ employees) including service engineers, supervisors, and field technicians.
  
• Build strong regional leadership teams through mentoring, performance management, and capability development.
  
• Implement data-driven performance monitoring and operational reporting.
  
• Ensure field productivity, workforce discipline, and statutory compliance across regions.
  
• Standardize technical practices and enforce adherence to SOPs and safety protocols.
  

Financial & Strategic Management:

• Own the P&L for Service and Maintenance operations.
  
• Drive cost optimization, operational efficiency, and revenue growth within service functions.
  
• Collaborate with Finance, Operations, and Supply Chain teams to optimize service delivery and cost structures.
  
• Improve collections from service contracts and increase service profitability.
  

Customer Experience & Quality:

• Ensure high service quality and customer satisfaction across all service touchpoints.
  
• Work closely with CRM and Sales teams to maintain seamless communication with customers.
  
• Address escalations promptly and ensure minimal service complaints.
  
• Monitor customer feedback, testimonials, and referrals to improve service performance and brand reputation.

Candidate Profile:

• 15 to 20 years of experience in Technical Operations, Service, or Maintenance preferably in the Elevator industry.
• Proven experience managing large-scale multi-location service teams (300 to 500 employees).
• Strong expertise in service operations, field resource planning, and maintenance management.
• Demonstrated ability to manage P&L, operational KPIs, and service profitability.
• Excellent leadership, analytical, and communication skills.
• Qualification in Mechanical, Electrical, or Mechatronics Engineering; MBA preferred for senior management roles.
• Ability to drive a performance-based culture and align team objectives with business goals.