About the role

Technical Services Head – India

Function

Technical Solutions & Support

Location

India (National Role) Mumbai / Bangalore / Delhi

Reporting To

Managing Director – India

Experience

15–20 years

Education

B.E. / Diploma in Electrical, Electronics or related discipline

Role Overview

The Technical Services Head – India is a senior leadership role responsible for driving Company's Technical Solutions & Support function in line with the company’s transformation to a specification-led, solutions-oriented organization.

The role carries a dual mandate:

Post-Sales Excellence — ensuring superior customer and partner support across India
Pre-Sales Technical Leadership — acting as a Subject Matter Expert (SME) supporting specification-driven growth in Commercial Buildings, Hospitality, and Luxury Residential segments

Reporting directly to the Managing Director – India, this position plays a critical role in strengthening Company's technical credibility, integration capabilities, and premium brand positioning in the Indian market.

Key Responsibilities

National Technical Leadership
- Lead and manage Company's pan-India technical organization, inheriting and developing regional technical teams.
- Build a high-performing, customer-centric team culture aligned with Company's global quality and service standards.
- Define clear roles, KRAs, capability frameworks, and succession plans.
- Act as the technical authority for Company, representing the function internally and externally.
Post-Sales Technical Services (Approx. 50%)
- Ensure robust post-sales technical support for customers and partners, including:
  - Troubleshooting, diagnostics, and on-site resolution
  - Complaint management, escalation handling, and closure
  - Support for Annual Maintenance Contracts (AMCs) and service programs
  - Drive service excellence KPIs:
    - Resolution TAT
    - First-time fix rate
    - Customer satisfaction scores
  - Establish and monitor standard operating procedures, escalation mechanisms, and MIS reporting.
  - Coordinate with Company global technical and quality teams on complex cases and product feedback.
Pre-Sales Technical Leadership & SME Role (Approx. 50%)
- Act as a pre-sales Subject Matter Expert, supporting:
  - Technical discussions with architects, consultants, developers, and end customers
  - System design validation and solution recommendations
  - Product demonstrations and proof-of-concept engagements
- Work closely with Sales teams, Architectural Engagement Specialists, and End Product Specialists.
- Collaborate actively with System Integrators (SIs) and Home Automation Specialists to ensure seamless system architecture and execution.
- Enable end-to-end specification development, ensuring technically sound, scalable, and future-ready solutions.
Building Management Systems (BMS) & System Integration
- Provide leadership and expertise in Building Management Systems (BMS) and integrated automation environments.
- Strong understanding of GUI-based control systems and their application in:
  - Commercial Buildings
  - Hospitality projects
  - Luxury Residential automation
- Support Company's evolution from product supplier to system-level solutions partner.
Access Automation & Residential Systems
- Possess or develop working knowledge of Residential Access Automation, including:
  - Gate motors
  - Barriers and access systems
- While prior experience is not mandatory, the role requires ownership of learning and capability building in access automation to support Company's integrated solutions strategy.
Training, Knowledge Sharing & Capability Development
- Drive technical training and certification programs for:
  - Internal teams (Sales, Marketing)
  - Installers, integrators, and channel partners
- Establish structured knowledge-sharing platforms, documentation, and best practices.
- Strengthen Company's market reputation through consistent technical thought leadership.
Cross-Functional & Global Collaboration
- Partner closely with Sales, Marketing, and Product teams to support specification-led growth.
- Interface with Company global technical teams for:
  - Product roadmap inputs
  - Quality and reliability feedback
  - Adoption of global best practices and innovations

Key Skills & Competencies

Technical Competencies

Strong expertise in automation, motorisation, and electromechanical systems.
Working knowledge of:
- Automated window coverings (curtains, roller blinds, ZIP systems)
- Access automation (gate motors, barriers) — or strong learning orientation
- System integration and networking fundamentals
- BMS platforms and GUI-driven control environments

Leadership & Behavioral Competencies

Proven people leader with experience managing large, geographically distributed teams.
Strategic thinker with strong execution capability.
Excellent stakeholder management and communication skills.
Customer-first mindset with solution-oriented problem-solving ability.

Preferred Industry Background

Home & Building Automation
Access Control & Automation
System Integration / Smart Buildings
Interior Solutions & Motorisation
Exposure to specification-driven or premium project markets is highly desirable.

Technical Services Head- India

About the role