Head of Customer Service

As a Results-oriented leader responsible for managing end-to-end after-sales service operations, your focus will be on driving customer satisfaction, streamlining service processes, managing large teams, and implementing strategic initiatives to enhance service delivery and operational efficiency. Key Responsibilities: - Lead and oversee all after-sales service operations across multiple touchpoints. - Manage 75+ employees, 2,000+ field technicians, and 350+ service centres. - Develop and implement service strategies for CSAT, TSAT, PSAT, Revenue, policies, and processes. - Monitor SLAs to ensure timely resolution of customer issues. - Collaborate with HR, IT, Finance, SCM, QA, and R&D for smooth operations. - Manage spare parts inventory, demand planning, and vendor coordination. - Drive process improvement through data analysis and customer feedback. - Deliver technical training for service engineers and support new product launches. - Build strong customer relationships and enhance brand loyalty. Qualifications: - Engineering Graduate/Postgraduate in Business Administration, Operations, or related field (preferred). - 10-15+ years of experience in customer service/after-sales operations. - Proven record in managing large-scale service networks and driving operational excellence. Additionally, the technical skills required for this role include CRM, After-Sales Service, Service Operations, Inventory Management, SLA Management, SAP, Demand Planning, and Process Improvement. Your core competencies should include Customer Service Excellence, Operational Process Improvement, Strategic Planning & Execution, and Team Leadership & Development. Soft skills such as Leadership, Communication, Customer Focus, Problem-Solving, Analytical Thinking, and Strategic Thinking will also be essential for success in this position.,