Installation & Service Manager

Role Summary

The Installation & Service Manager owns end-to-end delivery for all installations and post-install service for Biotastic products. You’ll run the installation team, ensure first-time-right installs, manage field technicians, and deliver exceptional customer handovers. You are the bridge between Sales, Warehouse, and Customers—accountable for on-time execution, quality, safety, and customer satisfaction.

Key Responsibilities

• Operate & lead the installation team

• Plan, schedule, and dispatch installation jobs; assign technicians and ensure resource availability.

• Recruit, train, coach, and evaluate field technicians and service staff.

• Delivery & quality

• Ensure first-time-right installations using standard installation checklists and SOPs.

• Maintain installation quality standards, testing protocols, and safety checks.

• Customer handover & satisfaction

• Ensure customer onboarding at install: demo product usage, safety, maintenance tips, documentation handover.

• Own onsite escalation resolution and follow-up to closure.

• Handle service operations

• Manage service tickets (warranty/AMC/repairs), SLAs, parts management, and spare parts replenishment.

• Implement preventive maintenance schedules for AMC customers.

• Coordination across teams

• Coordinate closely with Sales for site readiness, with Warehouse for pick/pack/dispatch, and with Finance for billing sign-offs.

• Process & continuous improvement

• Build, refine and enforce installation SOPs, checklists, escalation matrices and safety protocols.

• Drive Kaizen-style improvements — reduce cycle time, rework & repeat visits.

• Reporting & metrics

• Maintain an installation dashboard and weekly/monthly reports (orders scheduled, completed, TAT, complaints).

• Compliance & safety

• Enforce safety guidelines, onsite PPE use, and compliance with electrical/plumbing standards as applicable.

• Vendor & partner management

• Manage third-party installers or contractors when required; ensure SLA adherence and invoicing accuracy.

Qualifications & Skills

• 4–8 years experience in installations & field service management (electronics, appliances, HVAC, wellness equipment preferred)

• Hands-on experience in leading field teams and managing service SLAs

• Strong customer-facing skills and ability to manage escalations calmly

• Good understanding of basic electrical/plumbing/site-readiness requirements

• Comfortable using CRM / Field service management tools (e.g., Zoho, Freshdesk + Field, ServiceTitan, or even structured Google Sheets + WhatsApp flows)

• Valid driver’s license (for site visits) & intermediate level of Hindi knowledge is required to coordinate with technicians.

Nice-to-have:

• Experience with home wellness devices (saunas, ice baths, red light)

• Basic knowledge of safety standards and local compliance for installations

• Exposure to preventive maintenance and AMC model operations

Behavioural competencies

• Ownership mentality and bias for execution

• Customer-first orientation; calm under pressure

• Strong communication and coordination skills across teams

• Problem-solving and process improvement mindset

• Ability to train, mentor and enforce standards (not conflict-avoidant)