Job Description (JD)
Position
Service Head – Commercial Kitchen Equipment
Company
KNI Services Pvt. Ltd. (Kitchen Network International)
Location
Ahmedabad, Gujarat
Department
Technical Services & Operations
Reports To
Founder & CEO
About KNI
KNI Services Pvt. Ltd. (Kitchen Network International) is building India's largest technology-driven service network for Commercial Kitchen Equipment. We provide installation, preventive maintenance, breakdown support, AMC management, technical training, and certified service engineers through the KNI platform across India.
Position Overview
We are looking for a highly experienced and technically strong Service Head who has extensive hands-on knowledge of commercial kitchen equipment, particularly premium and imported brands. The candidate will lead the technical service division, establish service standards, train and certify engineers, and ensure exceptional customer support across India.
The ideal candidate should have 10+ years of experience in servicing commercial kitchen equipment and should be capable of troubleshooting complex technical issues both remotely and on-site.
Key Responsibilities
Technical Leadership
Lead the complete KNI Service Division.
Provide expert technical support for all commercial kitchen equipment.
Handle complex troubleshooting through phone, video call, remote assistance, and site visits.
Develop standard repair procedures and service protocols.
Create troubleshooting manuals and technical documentation.
Equipment Expertise
Must possess strong knowledge of:
Combi Ovens
Conveyor Ovens
Deck Ovens
Rotary Rack Ovens
Coffee Machines (Automatic & Semi-Automatic)
Dishwashers (Hood Type, Rack Conveyor & Flight Type)
Ice Cube Machines
Blast Chillers & Blast Freezers
Walk-in Cold Rooms
Reach-in Refrigerators & Freezers
Under Counter Refrigeration
Planetary Mixers
Spiral Mixers
Dough Kneaders
Dough Sheeters
Bakery Equipment
Tilting Bratt Pans
Steam Jacketed Kettles
Fryers
Griddles
Charbroilers
Salamanders
Gas Ranges
Induction Cooking Equipment
Pasta Cookers
Bain Marie
Hot Holding Equipment
Vacuum Packing Machines
Vegetable Preparation Machines
Meat Processing Equipment
Food Processors
Slicers
Imported Refrigeration Systems
HVAC systems related to commercial kitchens
Kitchen Ventilation & Exhaust Systems
Electrical Control Panels
PLC-based Kitchen Equipment
Steam Systems
Gas Pipeline Systems
Water Treatment Systems connected with dishwashers and combi ovens
Training & Certification
Develop KNI's Service Engineer Training Program.
Train new service engineers on installation, maintenance, troubleshooting, and safety.
Conduct practical and classroom technical sessions.
Evaluate engineers through written and practical examinations.
Certify only competent engineers before onboarding them onto the KNI Service Engineer Application.
Conduct refresher training and skill enhancement programs regularly.
Build a technical knowledge base with videos, SOPs, manuals, and troubleshooting guides.
Service Operations
Assign service engineers based on skill level and location.
Monitor service quality and customer satisfaction.
Ensure timely closure of service calls.
Review engineer reports before job completion.
Manage installation, commissioning, preventive maintenance, breakdown services, and AMC operations.
Maintain first-time fix rates and reduce repeat breakdowns.
Support field engineers whenever technical assistance is required.
Team Management
Recruit and mentor service engineers.
Build a nationwide network of certified service partners.
Conduct regular technical meetings.
Monitor engineer performance and productivity.
Maintain discipline, professionalism, and customer service standards.
Customer Support
Provide technical consultation to hotels, restaurants, hospitals, institutions, cloud kitchens, corporate kitchens, bakeries, and industrial kitchens.
Handle escalated customer complaints.
Coordinate with OEMs and suppliers for technical support.
Ensure excellent customer experience and long-term client relationships.
Safety & Compliance
Ensure all engineers follow electrical, gas, refrigeration, steam, and workplace safety standards.
Promote the use of proper PPE and safe work practices.
Ensure compliance with KNI's service SOPs and documentation standards.
Required Qualifications
Diploma or Bachelor's Degree in Mechanical, Electrical, Refrigeration, Electronics, or a related field.
10+ years of experience in Commercial Kitchen Equipment Service.
Experience with imported commercial kitchen equipment is mandatory.
Strong knowledge of electrical systems, refrigeration, gas systems, steam systems, plumbing, and control panels.
Ability to read electrical diagrams and technical manuals.
Excellent communication and leadership skills.
Willingness to travel across India.
Preferred Brand Experience
Experience servicing equipment from brands such as Rational, Convotherm, Electrolux Professional, Hobart, Winterhalter, Meiko, Hoshizaki, Scotsman, Manitowoc, Brema, Welbilt, Garland, Merrychef, Unox, Angelo Po, Fagor, Robot Coupe, Sirman, Sammic, Middleby, Alto-Shaam, Lincoln, and other international commercial kitchen equipment manufacturers will be an added advantage.
Key Skills
Technical Troubleshooting
Commercial Kitchen Equipment
Imported Equipment Servicing
Installation & Commissioning
Preventive Maintenance
Breakdown Management
AMC Operations
Team Leadership
Technical Training
Customer Relationship Management
Service Planning
Root Cause Analysis
Documentation & SOP Development
Technical Audits
Performance KPIs
First-Time Fix Rate
Engineer Certification & Training Completion
Service Response Time
Service Closure Time
Customer Satisfaction Score (CSAT)
Repeat Breakdown Reduction
AMC Renewal Rate
Engineer Productivity
Technical Compliance Score
Team Performance & Development
Why Join KNI?
Lead India's growing commercial kitchen service network.
Build and mentor a nationwide team of certified engineers.
Work with premium imported commercial kitchen equipment.
Opportunity to shape KNI's technical training academy and service standards.
Be part of a fast-growing technology-driven service ecosystem transforming the HORECA industry.
How to Apply
Interested candidates who have extensive experience in Commercial Kitchen Equipment Service and are passionate about leading a nationwide technical service network are invited to apply.
Benefits:
Work Location: In person
