Service Head

We are hiring for the role of Service Engineer

Key Responsibilities:

• Channel Partner Management: Identify and establish financially strong and reliable channel partners for deeper market penetration. Provide training and strategic direction to partners to ensure optimal performance and alignment with company goals.
• Service Coordination & After-Sales Support: Oversee service coordination across multiple locations and manage all after-sales service activities to ensure customer satisfaction.
• Dealer Performance Analysis: Analyze dealer performance metrics and implement initiatives to enhance profitability and achieve business targets.
• Team Leadership & Coordination: Lead and coordinate dealer teams, ensuring they align with the companys objectives. Implement performance improvement strategies and provide guidance to team members to drive operational excellence.
• Machine Inspection: Conduct machine inspections as per the planned schedule and ensure timely reporting of defects.
• Service Index Management: Ensure the timely achievement of MSI (Mandatory Service Index) of 100% for all commissioned machines.
• Manpower Optimization: Manage and optimize manpower resources to ensure efficient coordination and meet operational requirements.
• Parts Dispatch Management: Ensure 100% dispatch of failed parts and follow-up on parts procurement for service repairs.
• Claims Management: Expertly manage claims to ensure timely resolutions and enhance customer satisfaction through effective problem-solving and decision-making.
• Strategic Planning: Develop short-term and long-term business plans to improve organizational profitability and revenue. Coordinate individual and team assignments to achieve set goals within quality and cost parameters.
• Technical Support: Provide technical assistance and guidance to dealer engineers to meet service targets, enhance customer satisfaction, and ensure smooth operation of AMC/PSPP agreements.
• Dealership Performance: Analyze dealership and service center performance as separate profit centers, identifying opportunities for improvement and implementing strategies to increase profitability and customer satisfaction.
• Quality Reporting & Training: Train dealer specialists on quality audits and reporting procedures, ensuring compliance with company standards.

Desired Qualifications & Skills:

• Education: Diploma or B.Tech in Mechanical Engineering or a related field.
• Experience: Minimum 8 years and up to 10 years of experience in a similar role, preferably within the machinery or heavy equipment sector.
• Skills:
• Proven experience in leading and coordinating dealer teams.
• Expertise in analyzing dealer performance metrics and implementing profitability-enhancing initiatives.
• Strong technical knowledge of machinery, specifically backhoes and loaders.
• Excellent problem-solving, decision-making, and claims management skills.
• Ability to develop and implement long-term strategic business plans.
• Strong communication, leadership, and interpersonal skills.