Head - Technical Operations South Asia

Location: Mumbai, Maharashtra, India

Imagine yourself…

• Doing meaningful work that makes an everyday impact on the world around you.
• Growing your expertise and expanding your skillset with every project.
• Owning your ambition and fueling your career growth.
• Thriving in a supportive team environment that inspires you to strive for excellence.
• Joining a company with a proven track record of success and an exciting future.

It’s all possible with a role at Videojet, a Veralto company. You have likely purchased or used a product touched by Videojet Technologies this week—after all, Videojet is a world leader in the product identification market, providing in-line printing, coding and marking products, consumables, and software solutions. Videojet’s technologies play a critical role in ensuring the safety and authenticity of products sold across the globe in the food, beverage, pharmaceutical, and industrial marketplaces.

As part of the Videojet team and the broader Veralto network, you’ll work with products that make an everyday impact on the world around you—and along the way, you’ll have opportunities to make your mark on our business and your career with ongoing opportunities to deepen your skillset and pursue your ambitions.

Learn about our leading portfolio of innovative products here!

We offer

• comprehensive leave policy
• Flexible working hours
• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities
• Insurance coverage

Head Technical Operations – South Asia

Location: Mumbai, India

Reports To: Head IB Sales , Service, Tech Support & SAS – South Asia

Position Summary

The Head Technical Operations - South Asia is a strategic leadership role responsible for driving the overall technical, application, service excellence, and customer support agenda across South Asia. The role leads the technical operations ecosystem encompassing field service engineering, technical support, service desk operations, application engineering, technical centre operations, service quality, technical capability development, and special application solutions.

This position is accountable for strengthening technical competency across the service organisation, enhancing customer experience, improving service profitability, accelerating application innovation, and building scalable infrastructure to support future growth. The incumbent will partner closely with commercial teams, global technical and quality teams, and regional leadership to ensure best-in-class service delivery, operational efficiency, and customer satisfaction.

Key Responsibilities

Technical Operations Leadership

• Lead and manage the entire technical operations function across South Asia.
• Establish a high-performance technical organisation aligned with Videojet's business objectives and customer expectations.
• Drive strategic initiatives that strengthen technical excellence and service competitiveness.
• Develop annual operating plans, budgets, and performance targets for technical operations.

Service Excellence & Customer Experience

• Drive superior customer experience through high-quality installation, maintenance, troubleshooting, and service delivery.
• Develop and implement service excellence programs that improve customer satisfaction and service responsiveness.
• Ensure consistent execution of global service standards across the region.
• Monitor and improve field service effectiveness, first-time-fix rates, uptime, and customer engagement metrics.
• Lead initiatives to improve overall service quality and operational consistency.

Technical Capability Development

Build and strengthen technical competencies across

Field Service Engineers

Application Engineers

Technical Support Teams

Service Desk Teams

Technical Centre Resources

• Develop structured technical certification and capability development programs.
• Create technical learning pathways for emerging technologies and advanced applications.
• Establish succession plans for critical technical roles.

Application Engineering & Solution Capability

• Develop and drive application capabilities throughout the service/ sampling team.
• Establish robust processes for application testing, validation, and implementation.
• Build scalable capabilities to support special and complex customer applications.
• Test, validate, and launch new application solutions that support sales enablement and business growth.
• Ensure customer solutions and equipment configurations are aligned with application requirements and operational needs.
• Collaborate with sales teams to provide technically viable customer solutions.

Technical Support & Escalation Management

• Lead technical support operations across all Videojet technologies.
• Manage and resolve critical customer escalations in a timely and effective manner.
• Establish escalation governance and root cause analysis processes.
• Partner with global technical and engineering teams to address recurring technical issues.
• Drive rapid resolution of quality-related and customer-impacting concerns.

Service Desk & Remote Service Transformation

• Manage and optimize service desk operations across South Asia.
• Build capability and infrastructure for remote diagnostics, remote troubleshooting, and digital service delivery.
• Leverage technology tools to improve service responsiveness and productivity.
• Develop service delivery models that improve customer access and reduce response times.

Technical Centre Management

Lead technical centre operations and ensure efficient execution of

• Technical evaluations
• Product testing
• Customer demonstrations
• Application validation
• Service training
• Ensure the technical centre serves as a centre of excellence supporting commercial and service objectives.

Quality & Compliance Management

• Collaborate with global quality, engineering, and product teams to address product quality issues.
• Lead corrective and preventive action initiatives.
• Drive compliance with corporate policies, regulatory requirements, and quality standards.
• Establish and maintain strong operational controls and governance processes.

Cost Management & Operational Efficiency

• Manage and continuously improve cost-to-serve metrics across the installed base.
• Identify opportunities to improve service productivity, resource utilisation, and operational efficiency.
• Lead initiatives that optimise service delivery costs while maintaining customer satisfaction.
• Develop performance dashboards and operational KPIs.

Spare Parts & Asset Management

• Establish robust controls and governance for spare parts movement and inventory management in the field.
• Improve spare parts availability, utilization, forecasting, and tracking.
• Ensure compliance with audits and inventory control processes.
• Minimize inventory losses and improve asset visibility.

Demo, Trial & Solution Validation Processes

Develop and institutionalise robust processes for

• Product demonstrations
• Customer trials
• Application testing
• Performance validation
• Ensure consistent execution and successful conversion of trials into commercial opportunities.
• Partner with commercial teams to accelerate customer adoption.

Vendor & Special Applications Management

• Identify, evaluate, and onboard vendors supporting special application requirements.
• Develop strategic partnerships to expand Videojet's solution offerings.
• Ensure vendor performance, compliance, and quality standards are maintained.
• Drive execution excellence for Special Application Solutions (SAS).

Safety Leadership

• Champion a strong safety culture throughout the service organisation.
• Drive compliance with environmental, health, and safety standards.
• Ensure field operations adhere to company safety requirements and industry regulations.
• Lead safety awareness, training, risk assessment, and incident prevention programs.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

First-Time-Fix Rate

Service Revenue Growth

Cost-to-Serve per Printer

Technical Escalation Closure Rate

Service Quality Metrics

Remote Service Adoption

Spare Parts Inventory Accuracy

Training & Certification Completion

Safety Performance Indicators

Application Solution Success Rate

Demo & Trial Conversion Rate

Education

Bachelor's Degree in Engineering (Mechanical, Electrical, Electronics, Mechatronics, Instrumentation, Industrial or related discipline).

MBA or advanced business qualification preferred.

Experience

• 15+ years of progressive leadership experience in technical operations, service management, engineering, or industrial technology environments.
• Significant experience managing large field service organizations.
• Experience leading technical support, application engineering, or customer service operations.
• Demonstrated experience managing regional or multi-country operations.
• Strong exposure to industrial manufacturing, automation, coding and marking, packaging, printing, electronics, or related industries.
• Experience working with global cross-functional teams.

Key Competencies

Leadership

Strategic Thinking

Change Leadership

Talent Development

Cross-functional Collaboration

Stakeholder Management

Technical

Service Operations Excellence

Application Engineering

Technical Troubleshooting

Product Quality Management

Industrial Automation & Manufacturing Processes

Business

Commercial Acumen

Cost Optimisation

Process Improvement

Project Management

Customer-Centric Mindset

Personal Attributes

Results-Oriented

Problem Solver

Influencing Skills

Strong Communication Skills

High Accountability

Continuous Improvement Mindset

Videojet is proud to part of the Product Quality & Innovation segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 17,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we’re Safeguarding the World’s Most Vital Resources™—and building rewarding careers along the way.

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At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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