Stayfit Health & Fitness World pvt ltd - Service Head

Service Head
Bengaluru Location
Company Profile- https://stayfitindia.com/?srsl...

Role and Responsibility :

KEY RESPONSIBILITIES

1. SERVICE OPERATIONS MANAGEMENT

Lead end-to-end:

Installation support

Breakdown service

Preventive maintenance (PMS)

Spare management

Service coordination

Ensure:

Fast response time

Proper escalation handling

Timely closure of complaints

2. SERVICE REVENUE MANAGEMENT

Responsible for achieving:

Monthly service revenue targets

PMS revenue targets

Spare sales targets

Drive:

Upselling opportunities

AMC / PMS conversion

Spare revenue growth

3. TEAM MANAGEMENT

Handle:

Service Coordinators

Technicians / Field Executives

Branch Service Teams

Responsible for:

KPI monitoring

Productivity tracking

Daily reviews

Performance improvement

4. KPI & PERFORMANCE TRACKING

Monitor:

Revenue per technician

Delegation vs completion ratio

Technician utilization

Customer complaints

Pending tickets

Implement:

Daily review systems

KPI dashboards

Performance scorecards

5. CUSTOMER EXPERIENCE & ESCALATIONS

Ensure:

High customer satisfaction

Quick complaint resolution

Positive brand experience

Monitor:

Repeat complaints

Google reviews

Service quality standards

6. SPARES & INVENTORY MANAGEMENT

Responsible for:

Spare forecasting

Stock planning

Availability management

Dead stock reduction

Coordinate with:

Stores

Procurement

Logistics teams

7. PROCESS IMPROVEMENT

Build and implement:

SOPs

Service workflows

Escalation matrix

Monitoring systems

Improve:

TAT (Turnaround Time)

Productivity

Revenue efficiency

8. REPORTING & MANAGEMENT REVIEWS

Prepare:

Daily service reports

Weekly branch reviews

Monthly KPI dashboards

Revenue analysis reports

Present:

Performance insights

Action plans

Improvement strategies