Head of Service Operations

Company Overview

Indkal Technologies is a fast-growing Indian consumer electronics and home appliances company, founded in 2020 and headquartered in Bengaluru. The company operates under global trademark licensing agreements for renowned brands such as Acer and Black+Decker, and has also launched its own in-house brand, Wobble. With a strong commitment to the ‘Make in India’ initiative, Indkal manufactures over 70% of its product range locally and aims to achieve 90% localization by the end of 2025. The company’s diverse product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launched in May 2025), and TWS Audio Products. Currently present in 12,000+ retail stores across India, Indkal is on an aggressive growth trajectory, striving to become one of the leading players in the Indian consumer electronics space.

Job Responsibilities:

To strategize and develop the after-sales service function, thereby ensuring customer satisfaction and minimizing customer complaints.

1. Establish policies, processes, and standards for the after-sales service function.

2. Lead the team to provide resolution within 48 hours for all types of customer service requirements.

3. Formulate and execute a strategy to improve customer satisfaction index

4. Enhance the quality of service by reducing customer complaints.

5. Build and promote strong, long-lasting customer relationships and enhance customer loyalty.

6. Adhere to service schedules as committed.

7. Review and manage monthly, quarterly, and annual budgets for the after-sales service department.

8. Ensure the health and safety of employees in their operations.

9. Coordinate with R&D and QA for resolving product-related complaints and improvements.

10. Improve or monitor field team utilization, efficiency, work plan, and skills.

Qualification & Experience:

- Experience in leading service function

- Should exhibit strong customer orientation skills.

- Excellent at communicating the business requirements

- Able to develop the team with a deep level of understanding and knowledge of the entire product, systems, and processes

- Self-driven and goal-oriented

- B.E/BTech in Mechanical Engineering/ Electronics and Communication

- Should have a minimum of 10 years' experience in the service function preferably from Electronics/Consumer Durables industry.

- Should have a minimum of 10 years' experience in leading the team.

Job Location: