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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro location and broad customer-facing technical services responsibilities increase applicant competition.
Strong emphasis on rail and technical services, SLAs, and field support limits cross-industry fit.
Requires 10+ years leadership, SLA and margin ownership, and domain expertise.
Job Description
Structured overview of role & requirementsAbout This Role
Lead the India-based KinetiX Services team handling L1/L2 remote support, calibration, system testing, and regional service execution.
Own service delivery and customer account management for Indian Railways and support global customers remotely, ensuring on-time, on-budget delivery aligned with contractual SLAs and safety.
Drive service quality goals including 95%+ system uptime, revenue and margin performance, regional service strategy, safety compliance, and expansion of services portfolio.
Minimum Requirements
Bachelor’s degree in Business, Engineering, Technology, or related technical field.
10+ years leadership experience managing technical service teams for complex products or systems, including SLAs, contracts, budgets, and margin improvement.
Experience with large-scale software/hardware/integrated technology projects; rail industry experience preferred but not mandatory.
Willingness to travel up to 15%; valid passport required.
Ideal Candidate Profile
Experienced in leading geographically dispersed, technical service teams with responsibility for remote and field support operations.
Strong strategic and operational focus on service delivery excellence, customer commitment management, and continuous improvement of repair turnaround and uptime metrics.
Proven capability in handling service contract development, financial performance oversight, and cross-functional coordination with Engineering, Product, and Sales stakeholders.