Sr. Head - Service - Home Appliances

Key Responsibilities
Operations:

- Manage all India service operations through dealers and distributors, ensuring customer satisfaction and business retention.

- Align service operations with company standards and complete customer complaints promptly to enhance customer trust.

Training & Development:

- Train service engineers on products, technologies, SLAs, policies, and customer service soft skills.

- Conduct workshops for channel partners and mechanics on service models and complaint resolution.

Warranty and Replacement:

- Address product warranty and replacement issues with the sales team and partners.

- Monitor and control warranty costs and stock to meet customer satisfaction within budget.

Process Improvement:

- Oversee the P&L of the service organization and define processes with fixed SLAs.

- Maintain distributor technical infrastructure to improve service TAT.

- Provide product feedback to production for corrective action and design automated reporting for performance tracking.

People Management:

- Guide the team on core values, develop members for advancement, ensure job clarity, and conduct performance reviews.