National Service Head - India & South Asia (Bangalore)

About the role

The National Service Head - India & South Asia is responsible for leading the national customer technical service organization to deliver safe, compliant, and consistently high-quality support across the installed base. The role sets and executes the service strategy, strengthens customer experience and operational performance, and develops a high-performing field and technical support organization that enables business growth.

What you'll do

• Responsible for leading the national customer technical service organization to deliver safe, compliant, and consistently high-quality support across the installed base
• Define and execute the India service strategy, operating plan, budget, and performance objectives in alignment with commercial and global customer service priorities
• Lead field service, technical support, and service operations to improve instrument uptime, response and resolution times, first-time fix performance
• Own service financial performance, including revenue, cost, productivity, resource capacity, inventory, and productivity-improvement initiatives
• Ensure service delivery complies with applicable quality, regulatory, safety, and documentation requirements; oversee escalations, corrective actions

What you need

• Customer service
• Complaint handling
• Escalation handling
• Sales
• Talent management