Head of Customer Service

Qualification: Qualification: Diploma / B.Tech – Mechanical / Electrical / Automobile

Experience : > 15 years in relevant industry - Construction Equipment; Heavy Engines, Generators etc.,

Job Summary: Accountable for working cross-functionally to support and transform the service channel, ensuring they utilize the latest technology and provide a world class service to support customers in their territories and deliver strong service business performance.

Key Responsibilities: 1. Builds customer support strategies in collaboration with business leadership targeting optimum growth. Also, Develops and maintains long-term, strategic business relationships with complex, cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy.

2. Responsible for working cross-functionally to support and transform the service channel, ensuring they utilize the latest technology and provide a world class service to support customers in their territories and deliver strong service business performance.

3. Ensures a strong emphasis on customer experience and satisfaction. Responsible to set service quality standards and ensure that all customers receive prompt, courteous, and professional service.

4. Tracks and analyzes service department performance metrics, such as NPS, service completion rates, revenue generation and achieving service metrics, Warranty & CMC claim, claim reversal for cash flow and drive improvement actions while ensuring compliance to Health, safety and environmental (HSE) regulations.

5. In the event of customer complaints or concerns, the Service Head takes charge of resolving these issues promptly and effectively. Able to investigate the complaints, offer solutions, and work to prevent similar problems in the future.

6. Develops and manages Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.

7. Leading and managing the entire service team including all branches service advisors, technicians, support staff, and any other personnel in the department.

8. Recruits, selects, develops, manages, motivates, coaches, and mentors’ managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.