Head - Service Delivery & Technical Support

Description :

Role : HeadService Delivery & Technical Support.

Location : Bangalore.

Role Overview :

The OSS Leader will spearhead the Customer Management & Technical Operations function.

This role requires strong operational leadership, global communication capabilities, and the strategic maturity to build the OSS team and processes from the ground up.

As the senior-most member of the OSS department in India, you will act as the key bridge between customers, internal technical teams, and global headquarters across Korea, US, Taiwan, China and other geographies.

This role is ideal for a seasoned professional who has successfully handled global operations, customer issue resolution, technical coordination, and cross-functional leadership.

Responsibilities :

OSS Leadership & Strategy :

- Establish, lead, and scale the OSS (Operations Support System) function for India, ensuring alignment with global HQ standards.

- Design and implement processes for customer operations, service delivery, and technical support.

- Build organizational capability through structured team development, training, and performance management.

Global Technical Coordination :

- Serve as the primary interface between India and global teams (HQ Korea, US, China, Taiwan, Vietnam).

- Coordinate global technical escalations, ensure timely response, and maintain strong operational alignment across regions.

- Manage communication for product issues, technical updates, engineering changes, and global project timelines.

Customer Operations & Service Excellence :

- Oversee customer lifecycle managementincluding onboarding, deployment coordination, after-sales support, and issue resolution.

- Ensure high-quality service delivery for RF, 5G, automotive, and audio testing solutions.

- Lead root-cause analysis and corrective actions to maintain customer satisfaction and SLA compliance.

Technical Operations & Process Governance :

- Monitor end-to-end technical operations for installations, testing, firmware updates, maintenance, and repair activities.

- Ensure operational readiness for new product introductions, engineering updates, and technical releases.

- Work closely with engineering, production, QA, and supply chain teams to ensure smooth product and service flow.

Cross-Functional Collaboration :

- Collaborate with R&D, Product, Engineering, Production, and Field Service teams both in India and across global offices.

- Support international sales and consulting teams with technical requirements, reporting, and operational insights.

- Facilitate communication between internal teams and customers to ensure accuracy and transparency.

Reporting & Business Operations :

- Own OSS metrics : service performance, TAT, escalation trends, customer satisfaction, and operational efficiency.

- Provide regular updates to India leadership and global HQ on operations, risks, and strategic improvements.

- Ensure compliance with global operational frameworks and continuous improvement standards.

Requirements :

- 10-15 years of experience in customer operations, technical coordination, and service deliverypreferably in electronics, RF, telecom, automotive testing, or related technical domains.

- Proven experience working in a global organization with direct coordination across international teams.

- Strong background in technical operations involving hardware/software products, testing systems, or engineering services.

- Leadership experience in managing teams and building functions from scratch.

- Excellent communication skills with ability to manage cross-functional collaboration with global HQ.

- Ability to operate independently and own the complete OSS function.

- Experience in RF, wireless testing, telecom, 5G, automotive electronics, or similar high-technology ecosystems.

- Exposure to test & measurement solutions, production testing environments, or customer engineering roles.

- Ability to interpret technical documents, engineering changes, and service manuals.