Head of Customer Support

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Position Overview

The Head of Customer Support will lead Falcon’s after-sales service operations, ensuring outstanding customer satisfaction, strong service partner performance, and seamless resolution of technical issues. This role requires deep technical expertise in agri & garden machinery, strong leadership capabilities, and the ability to design and execute efficient service systems across India.

Key Responsibilities

1. Customer Support Strategy & Leadership

• Develop and implement Falcon’s national after-sales service strategy and policies.
• Build a customer-first culture across service teams, service partners, and dealer networks.
• Lead, mentor, and upskill regional service teams to achieve high performance and consistency.
  

2. Technical Expertise & Issue Resolution

• Provide expert-level guidance on engines, brush cutters, power weeders, lawn mowers, chainsaws, and manual/power-operated gardening tools.
• Troubleshoot recurring issues and collaborate with R&D/Production teams for long-term solutions.
• Conduct product performance reviews and recommend improvements for reliability and customer satisfaction.
  

3. Warranty Management

• Design, optimize, and implement warranty policies, processes, and documentation.
• Ensure timely processing of warranty claims and maintain transparency with dealers and customers.
• Analyze warranty trends to reduce repeat failures and improve product quality.
  

4. Service Network Development

• Build and manage a robust network of authorized service centers across India.
• Define infrastructure requirements, tools, spare parts planning, and training modules for service partners.
• Conduct regular audits of service centers for compliance and performance improvement.
  

5. Dealer, Distributor & Customer Engagement

• Conduct dealer training, demos, and workshops to enhance product knowledge and service capabilities.
• Visit markets regularly to understand customer pain points, competitor insights, and service gaps.
• Establish escalation-handling protocols for critical customer cases.
  

6. Spare Parts Planning & Service Logistics

• Coordinate with SCM & Spares team to ensure availability of critical parts.
• Monitor service turnaround time (TAT) and overall service efficiency.
• Streamline processes for AMC services, repair jobs, and post-service follow-ups.
  

7. Process Excellence & Reporting

• Implement digital tools for service tracking, complaints management, and performance dashboards.
• Create SOPs for service operations, preventive maintenance, product installation, and inspection.
• Generate periodic reports for management highlighting service KPIs, customer insights, and improvement plans.
  

Required Skills & Qualifications

• Bachelor’s degree in Mechanical Engineering / Automobile Engineering (preferred).
• 10–20 years of experience in after-sales service, preferably in agricultural equipment, small engines, power tools, or outdoor power equipment industry.
• Strong technical knowledge of 2-stroke and 4-stroke engines.
• Proven experience in handling large dealer/service networks across multiple states.
• Excellent leadership, training, and communication skills.
• Strong problem-solving mindset and customer empathy.
• Willingness to travel extensively.
  

Key Competencies

• Customer-centric approach
• Technical troubleshooting
• Team leadership & development
• Process creation & SOP implementation
• Dealer and service network management
• Data-driven decision making
• Warranty cost control
• Market visit discipline
  

Why Join Falcon Garden Tools?

• Work with one of India’s most trusted and fast-growing garden tools brands.
• Lead the transformation of India’s gardening service ecosystem.
• Opportunity to build modern after-sales practices across the country.
• Direct impact on customer satisfaction, product quality, and brand leadership.