Service Operations Head - Pan India

Mission of the Role

You'll lead service operations at Biotastic end to end, designing, hiring for, and scaling a pan-India installation and maintenance network across our hardware line (ice baths, saunas, red light therapy units, chill showers), working closely with the founders as you build it. This isn't a hands-on installation role. You'll build the capability itself: SOPs, hiring of operations managers and technicians, vendor management, customer SLAs, and the quality control that lets the network run well without you in the room.

What You'll Do

• Design the service network architecture (hub-and-spoke, regional contractors, or franchise) and make the case for your recommendation.
• Hire and train operations managers and HVAC/MEP technicians who can lead installation and maintenance.
• Build SOPs for field execution, compliance, and customer handoff, including HVAC licenses and certifications.
• Partner with third-party installers and contractors where we don't build in-house; manage their SLAs, performance, and quality.
• Set up customer service SLAs, warranty programs, and on-site diagnostics for a consistently premium service experience.
• Own the service P&L and performance metrics: service uptime, first-visit-fix rate, and customer NPS.

Must-Have

• 10+ years in service operations: appliances (Daikin, Blue Star, Voltas), HVAC, wellness hardware, or complex MEP installation.
• Hands-on hiring experience: built and managed teams of operations managers, field technicians, and service coordinators, with clear accountability.
• Deep knowledge of India's installer ecosystem, contractor networks, and third-party service provider models.
• Field operations experience across multiple cities; pan-India experience preferred.
• Strong understanding of the appliance ASP (Authorized Service Provider) model.
• Comfortable with SaaS-based FSM platforms; Zoho FSM, Servify, or ServiceTitan experience is a plus.
• Willing to travel extensively across India to support regional operations; all travel is planned and reimbursed against approved expenses.

Good-to-Have

• Experience with premium appliances or wellness hardware: saunas, ice baths, chillers, red light therapy equipment.
• Zoho FSM, Servify, ServiceTitan, or similar FSM platform experience.
• Experience building a hub-and-spoke, regional contractor, or franchise-based network.
• Experience managing warranty programs and after-sales service.
• Experience with HVAC licenses, technical certifications, and field compliance.
• Founder-led, high-growth startup experience, building a function from the ground up.
• Existing relationships with HVAC/MEP contractors and service providers across India.
• Tamil or Hindi language ability for on-ground team and vendor management.

You'll likely thrive if:

• You'd rather build the system than run it yourself.
• You're comfortable being first in a function, with no playbook to inherit.
• You can manage vendors who don't report to you, and still hold them to a real standard.
• You're willing to travel across India regularly to see the network firsthand.

This probably isn't for you if:

• You want a team and systems already in place before you start.
• You'd prefer a desk-based role with limited field exposure.
• You need close oversight to stay accountable, rather than driving the numbers yourself.

Key Result Areas

• Service Network & Field Operations - Build and scale a pan-India installation and maintenance network across in-house teams, regional contractors, and third-party partners, with clear operating models, coverage, and accountability.
• Installation, Service & Quality Excellence - Standardize installation and maintenance via SOPs, site-readiness, diagnostics, compliance, and handover protocols. Improve first-visit-fix rate, uptime, and installation quality.
• Service Partner, SLA & After-Sales Management -Build and manage the installer and contractor ecosystem with defined SLAs and escalation paths. Run structured warranty and after-sales processes.
• Team, Systems & Service P&L - Hire, train, and manage operations managers, technicians, and coordinators. Implement FSM systems and dashboards; own the service P&L and performance.