Service Head

The Role

We are looking for a Head of Service to build and scale our after-sales service ecosystem

from the ground up. This requires someone who has previously set up or significantly

scaled a service network.

The role will own the end-to-end service experience — bringing together the service

network, spare-parts availability, suppliers, processes and customer experience to deliver

fast, reliable and delightful service.

Key Responsibilities

Build & Scale the Service Network

• Design and set up the service network across priority markets, including the right

mix of service partners and in-house capabilities.

• Define partner selection criteria, SLAs, commercial structures, training and

governance mechanisms.

• Plan service capacity and geographic coverage in line with the growing installed

base.

Spare Parts Planning & Availability

• Forecast spare-parts requirements based on installed base, failure rates and

consumption trends, and share projections with sourcing/supply-chain teams.

• Ensure optimal allocation of available spares across service locations to minimize

service turnaround time.

• Establish stocking norms and track parts availability, consumption and lead times.

Supplier & Product Quality

• Identify recurring field failures and work with suppliers, sourcing, quality and

product teams on root-cause analysis and corrective actions.

• Ensure service learnings are incorporated into future production to reduce repeat

product failures.

• Establish a structured feedback loop between customers, service teams and

suppliers.

Customer Experience & Service Excellence

• Design the end-to-end service journey to minimize customer effort and maximize

delight.

• Establish SOPs and best practices covering service requests, diagnosis, repair,

customer communication, escalation and closure.

• Continuously identify and eliminate friction points using service data and customer

feedback.

• Own key service metrics including TAT, First-Time Fix Rate, Repeat Repair Rate,

Parts Fill Rate, SLA Adherence and CSAT/NPS.

What We're Looking For

• 10+ years of experience in after-sales/service operations, preferably in consumer

durables, appliances, EVs, automotive, electronics or similar product-led

businesses.

• Proven experience building a service function/network from scratch or

materially scaling one — this is a critical requirement.

• Strong understanding of service-network design, partner management, spare-parts

planning and field-service operations.

• Experience working with suppliers and product/quality teams to resolve field

failures and improve future production.

• Strong customer orientation with a track record of improving service TAT, first-time-

fix and customer satisfaction.

• Comfortable operating in a 0→1 environment, combining strategic thinking with

hands-on execution.

• Strong analytical, problem-solving, negotiation and stakeholder-management skills.

• Engineering/technical background preferred.