Head – Technical Quality Delivery (Ed-Tech) – Interactive Panel

Job Description
Position: Head – Technical Quality Delivery  (Ed-Tech) – Interactive Panel
Location: Mumbai
Experience: 8-12 Years
Qualification: Bachelor’s degree in Engineering / Electronics / Electrical / IT / Computer Science or related field.

About the Role:

The Head – Technical Quality Delivery will be responsible for ensuring high-quality technical service delivery across Tata ClassEdge’s Technical Delivery Management (TDM) function. The role will drive service excellence, technical quality, customer satisfaction, vendor performance, escalation management, compliance, and continuous improvement across geographically distributed technical service operations

Key Responsibilities

• Lead Pan-India service operations for interactive panels, smart classroom and related technology solutions.
• Manage geographically distributed service engineers, technicians, and third-party service partners.
• Oversee installation, commissioning, troubleshooting, repair, maintenance, warranty, and AMC activities.
• Ensure adherence to SLA, service quality, and customer satisfaction targets.
• Manage and govern the national service vendor/partner network.
• Monitor vendor performance and take corrective actions to improve service delivery.
• Own and resolve critical customer and technical escalations.
• Track service complaints, repeat issues, downtime, and resolution timelines through dashboards/MIS.
• Establish service quality standards, audits, and performance monitoring mechanisms.
• Identify recurring technical issues and drive root-cause analysis and corrective actions.
• Build technical capability through training and skill development of service teams and partners.
• Work closely with customers, internal teams, field teams, vendors, and technical stakeholders.
• Drive process improvements, automation, and technology-enabled service monitoring.
• Ensure consistent after-sales service quality and operational excellence across India.

Required Qualifications & Experience

• Bachelor’s degree in Engineering / Electronics / Electrical / IT / Computer Science or related field.
• 8–15 years of experience in technical service, after-sales service, field service, or service operations.
• Strong experience in Interactive Panels / Interactive Displays / IFPD / Smart Boards / Smart Classroom solutions.
• National/Pan-India service management experience is highly preferred.
• Experience managing large geographically distributed service teams.
• Proven experience managing third-party service partners/vendors.
• Strong experience in installation, commissioning, troubleshooting, warranty/AMC, and after-sales service.
• Experience handling customer escalations, SLA/TAT, and service quality.
• Candidates currently working as National Service Head / National Service Manager / Service Head / Head – Technical Service will be preferred.

Functional Skills

• Pan-India Service Operations
• After-Sales Service Management
• Field Service Management
• Vendor & Partner Governance
• SLA & TAT Management
• Customer Escalation Management
• Service Quality Management
• AMC & Warranty Management
• Team Management
• Training & Capability Building

Technical Skills

• Interactive Panels / IFPD
• Interactive Displays / Smart Boards
• Smart Classroom Technology
• Hardware Troubleshooting
• Installation & Commissioning
• Basic Networking & Connectivity
• Service Management Platforms
• MIS / Dashboarding & Analytics
• Root Cause Analysis

Key Behavioural Competencies

• Customer Centricity
• Strong Ownership & Accountability
• Problem Solving
• Operational Excellence
• Data-Driven Decision Making
• Vendor & Stakeholder Management
• Strong Communication & Leadership