Head Customer Service

Qualifications & Experience:

• Educational Qualifications: BE/B Tech (Mechanical Engineering Background Preferred)
• Experience:
• Minimum 12-15 years of experience in the service field, with at least 3-4 years in a leadership role managing customer quality in the auto component industry.
• Strong experience working with OEM service and quality teams.
• Expertise in field warranty management, customer service processes, and product quality improvement.
• Exposure to the automotive service industry and aftermarket services.

Skills & Competencies:

• Communication: Strong written and spoken communication skills.
• Data Analysis: Expertise in data collection, analysis, and action planning to address customer and product issues.
• Product & System Knowledge: Deep understanding of relevant vehicle systems and products' applications.
• Team Management: Ability to lead, manage, and develop a team with varied skill sets.
• MIS & Reporting: Proficient in preparing and analyzing reports, MIS, and competitor evaluations.
• IT & Systems: Familiarity with warranty management through ERP systems and use of advanced tools for data tracking and reporting.
• Problem-Solving: Ability to identify issues in the field, develop solutions, and drive execution.

Desired Attributes:

• Leadership: Strong leadership skills with the ability to motivate and manage cross-functional teams.
• Collaboration: Ability to work collaboratively with internal teams, OEMs, and dealerships to resolve issues and improve service quality.
• Strategic Vision: Ability to drive long-term strategic planning and align it with industry best practices.