Head of Service Operations

As a Service Head in our company, you will play a crucial role in supporting and transforming the service channel to provide world-class service and ensure strong service business performance. Your responsibilities will include: - Developing customer support strategies in collaboration with business leadership to drive optimum growth. - Establishing and maintaining long-term strategic relationships with channel partners, OEMs, and customers to support the organization's Aftermarket strategy. - Ensuring the service channel utilizes the latest technology to deliver exceptional service and performance. - Setting service quality standards to guarantee prompt, courteous, and professional service for all customers. - Monitoring and analyzing service department performance metrics such as NPS, service completion rates, revenue generation, warranty & CMC claim, and compliance with HSE regulations. - Addressing customer complaints promptly and effectively, investigating issues, providing solutions, and implementing preventive measures. - Managing the Customer Support budget, financial controls, and risk management to ensure efficient execution within established budgets. - Leading and overseeing the entire service team, including service advisors, technicians, support staff, and other department personnel. - Recruiting, developing, managing, motivating, coaching, and mentoring managers to drive team performance and development. Qualifications: - Diploma / B.Tech in Mechanical, Electrical, or Automobile. - Over 15 years of experience in the relevant industry, particularly in Construction Equipment, Heavy Engines, Generators, etc. Join us in our mission to provide top-notch service to our customers and drive continuous improvement in our service channel.,