Head of Service – Heavy Equipment Industry

Head of Service – Heavy Equipment Industry

Lead service strategy and operations for heavy equipment, aligning with company goals and customer expectations.

Responsibilities

• Oversee daily operations of service workshops, field service, and technical support teams.
• Ensure optimal utilization of resources, workshop productivity, and adherence to safety standards.
• Maintain high levels of customer satisfaction by ensuring timely, effective service delivery.
• Act as the escalation point for major service issues or complaints.
• Lead, coach, and develop a high-performing service team including service managers, technicians, and support staff.
• Conduct performance reviews, training programs, and succession planning.
• Manage service department budgets, cost control, and revenue targets.
• Monitor and report on key performance indicators (KPIs) such as turnaround time, first-time fix rate, and customer satisfaction.
• Stay updated on product knowledge, diagnostic tools, and industry best practices.
• Support complex diagnostics and technical resolutions when required.
• Ensure compliance with all health, safety, and environmental regulations.
• Implement and monitor service quality assurance processes and standards.

Qualifications

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