Head of Customer Service

As a Service Head in the Construction Equipment industry, your role is crucial in transforming the service channel to provide top-notch support to customers and enhance service business performance. You will collaborate cross-functionally to ensure the implementation of cutting-edge technology and deliver exceptional service in your territories. Key Responsibilities: - Develop customer support strategies in alignment with business objectives for optimal growth. Cultivate long-term, strategic relationships with channel partners, OEMs, and customers across regions to support the Aftermarket strategy effectively. - Support and revamp the service channel to deliver world-class service and drive strong service business performance. Emphasize on utilizing the latest technology to enhance customer experience and satisfaction. - Set service quality standards to guarantee customers receive timely, courteous, and professional service. Monitor service department performance metrics like NPS, service completion rates, revenue generation, and compliance with HSE regulations. - Address customer complaints promptly and efficiently, investigating issues, providing solutions, and implementing preventive measures for future incidents. - Manage the Customer Support budget, financial controls, and risk factors to ensure efficient execution within specified budgets. - Lead and oversee the entire service team, including service advisors, technicians, support staff, and other department personnel. Recruit, develop, motivate, and mentor managers, providing guidance on problem-solving and delegating tasks based on employee skills and development needs. Qualification Required: - Diploma / B.Tech in Mechanical, Electrical, or Automobile Engineering - Minimum 15 years of experience in the Construction Equipment industry, dealing with Heavy Engines, Generators, etc. You will play a vital role in driving the service channel's transformation and ensuring customer satisfaction through strategic partnerships and operational excellence.,