Head of Customer Service

Head of Customer Service

Designation- Sr. Manager/Manager

Package- 10 to 12 LPA, Location- Indore-M.P., Preference for Outside Candidates also who earlier worked in MP & also can shift with family.

Preferred Industry:

·      Construction Equipment & Machinery

·      Earthmoving Equipment (Excavators, Backhoe Loaders, etc.)

·      Heavy Machinery & Industrial Equipment

·      Automotive (Specializing in Commercial or Heavy Vehicles)

·      Mining & Quarrying Equipment

·      Agriculture Machinery

Role Overview:

Lead and optimize service operations for excavators and backhoe loaders, ensuring customer satisfaction, team efficiency, and revenue growth.

Key Responsibilities:

1. Service Operations

   : Oversee maintenance, repairs, and diagnostics; implement OEM-aligned protocols; minimize equipment downtime.

2. Team Leadership

   : Manage and develop service engineers and technicians; conduct training to enhance skills.

3. Customer Relations

   : Address customer concerns; promote services like AMCs, spare parts, and warranties.

4. Revenue & Cost Control

   : Meet service revenue targets; control costs related to tools, parts, and warranty claims.

5. Inventory Management

   : Ensure availability of spare parts and tools; maintain equipment condition and stock levels.

6. Compliance & Reporting

   : Uphold safety standards; track KPIs and submit performance reports to management.

Qualifications:

Education

Skills

KPIs:

·      Service revenue & profitability.

·      Customer satisfaction.

·      Turnaround time & first-time fix rate.

·      Warranty efficiency.