Senior Head - After Sale Service - Home Appliances

To ensure the operational efficacy of after Sales Support Function. Lead the services team and to strive them to provide excellent customer services with minimum cost and without compromising on the quality of services.

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.