About Biotastic Health Systems
Biotastic Health Systems is India's only dedicated recovery engineering company. We design, sell, and install premium ice baths, hybridinfrared saunas, red light therapy units, and chill showers for high-performance individuals, luxury hotels, and professional sports teams nationwide. We're not a wellness brand; our approach is science-backed and protocol-first, trusted by five-star hotel groups, IPL franchises, leading biohackers, and athletes who take recovery as seriously as training.
Because we sell and install our own products, operations is a core part of how we compete, not a support function. As we grow and our product range expands, we need someone to build the operational backbone that growth demands.
Mission of the Role
You'll lead service operations at Biotastic end to end, designing, hiring for, and scaling a pan-India installation and maintenance network across our hardware line (ice baths, saunas, red light therapy units, chill showers), working closely with the founders as you build it. This isn't a hands-on installation role. You'll build the capability itself: SOPs, hiring of operations managers and technicians, vendor management, customer SLAs, and the quality control that lets the network run well without you in the room.
What You'll Do
- Design the service network architecture (hub-and-spoke, regional contractors, or franchise) and make the case for your recommendation.
- Hire and train operations managers and HVAC/MEP technicians who can lead installation and maintenance.
- Build SOPs for field execution, compliance, and customer handoff, including HVAC licenses and certifications.
- Partner with third-party installers and contractors where we don't build in-house; manage their SLAs, performance, and quality.
- Set up customer service SLAs, warranty programs, and on-site diagnostics for a consistently premium service experience.
- Own the service P&L and performance metrics: service uptime, first-visit-fix rate, and customer NPS.
Must-Have
- 10+ years in service operations: appliances (Daikin, Blue Star, Voltas), HVAC, wellness hardware, or complex MEP installation.
- Hands-on hiring experience: built and managed teams of operations managers, field technicians, and service coordinators, with clear accountability.
- Deep knowledge of India's installer ecosystem, contractor networks, and third-party service provider models.
- Field operations experience across multiple cities; pan-India experience preferred.
- Strong understanding of the appliance ASP (Authorized Service Provider) model.
- Comfortable with SaaS-based FSM platforms; Zoho FSM, Servify, or ServiceTitan experience is a plus.
- Willing to travel extensively across India to support regional operations; all travel is planned and reimbursed against approved expenses.
Good-to-Have
- Experience with premium appliances or wellness hardware: saunas, ice baths, chillers, red light therapy equipment.
- Zoho FSM, Servify, ServiceTitan, or similar FSM platform experience.
- Experience building a hub-and-spoke, regional contractor, or franchise-based network.
- Experience managing warranty programs and after-sales service.
- Experience with HVAC licenses, technical certifications, and field compliance.
- Founder-led, high-growth startup experience, building a function from the ground up.
- Existing relationships with HVAC/MEP contractors and service providers across India.
- Tamil or Hindi language ability for on-ground team and vendor management.
You'll likely thrive if:
- You'd rather build the system than run it yourself.
- You're comfortable being first in a function, with no playbook to inherit.
- You can manage vendors who don't report to you, and still hold them to a real standard.
- You're willing to travel across India regularly to see the network firsthand.
This probably isn't for you if:
- You want a team and systems already in place before you start.
- You'd prefer a desk-based role with limited field exposure.
- You need close oversight to stay accountable, rather than driving the numbers yourself.
Key Result Areas
- Service Network & Field Operations - Build and scale a pan-India installation and maintenance network across in-house teams, regional contractors, and third-party partners, with clear operating models, coverage, and accountability.
- Installation, Service & Quality Excellence - Standardize installation and maintenance via SOPs, site-readiness, diagnostics, compliance, and handover protocols. Improve first-visit-fix rate, uptime, and installation quality.
- Service Partner, SLA & After-Sales Management -Build and manage the installer and contractor ecosystem with defined SLAs and escalation paths. Run structured warranty and after-sales processes.
- Team, Systems & Service P&L - Hire, train, and manage operations managers, technicians, and coordinators. Implement FSM systems and dashboards; own the service P&L and performance.
What We Offer
- Compensation: as per market standards.
- Growth: a mandate to build and lead the service operations function as it scales, with direct support from the founders along the way.
- Ownership: real autonomy over how the network is designed; what you build is what you run.
- Environment: direct access to founders and leadership on a genuine 0-to-1 mandate.
Ability to commute/relocate:
- Chennai, Tamil Nadu (Chennai District): Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Describe a service network, installation team, or field operation you've built or managed.
Language:
Willingness to travel:
Work Location: In person
