City Operations Lead (Service & After-Sales)

Key Responsibilities 1. City Service Operations Management Own complete after-sales service operations within the city. Ensure timely resolution of customer complaints and breakdown calls. Drive adherence to service SLAs, TAT, and first-time fix targets. 2. Preventive Maintenance (PM) Execution Implement preventive maintenance programs across customers in the city. Ensure PM schedule compliance and improve equipment uptime and reliability. Monitor and close PM backlogs. 3. Breakdown & Escalation Management Ensure quick deployment of service engineers and partners. Handle critical escalations and high-priority customers. Conduct root cause analysis and implement corrective and preventive actions (CAPA). 4. Service Partner & Field Team Management Manage city-level service engineers and service partners. Track partner performance, productivity, and quality metrics. Conduct audits, reviews, and regular performance feedback sessions. 5. Customer Experience & Satisfaction Own CS...