Regional Service Lead

The Regional Service Lead acts as a field execution enabler and functional consultant,

responsible for driving service performance, productivity, and operational excellence across their

region. This role ensures high-quality customer service delivery, efficient turnaround times, and

strong team leadership to achieve service KPIs.

Experience required - 3 to 8 Years

Key Responsibilities

Service Operations & Execution

Oversee service delivery across all stores and service centres in the region.

Ensure adherence to service SOPs and operational standards.

Drive execution of service programs and initiatives in alignment with central

operations.

Performance & Productivity

Monitor and improve service turnaround time (TAT) across the region.

Optimize technician productivity and resource allocation.

Track and reduce backlog JC ageing to ensure timely service closure.

Customer Experience

Own the service NPS for the region, ensuring superior customer satisfaction.

Implement initiatives to improve delivery quality and service consistency.

Resolve escalations and drive continuous improvement in customer experience.

Leadership & Team Management

Lead and mentor technicians and service teams across the region.

Build capability and foster a performance-driven culture.

Ensure alignment of service teams with organizational goals and KPIs.

Governance & Audit

Drive compliance with service processes and standards.

Monitor audit scores and implement corrective actions where required.

Ensure governance of program execution and reporting.

Key Metrics

Service TAT (Turnaround Time)

Audit scores for service centres

Backlog JC ageing and closure rates

Service NPS and customer satisfaction levels

Technician productivity and delivery quality

Desired Profile

Strong background in service/aftersales operations with proven track record.

Solid operational foundation; MBA or equivalent preferred.

Experience in leading technicians and service teams across multiple locations.

Commercial acumen with focus on productivity, cost, and efficiency.

Excellent communication, stakeholder management, and problem-solving skills.

Ability to drive program execution and embed service excellence across the region.