Head of Service Operations

As a Service Head, you will be accountable for working cross-functionally to support and transform the service channel. Your role involves ensuring the utilization of the latest technology to provide world-class service to customers in their territories and drive strong service business performance. Key Responsibilities: - Develop customer support strategies in collaboration with business leadership to achieve optimum growth. - Build and maintain long-term strategic business relationships with channel partners, OEMs, and customers to support the organization's Aftermarket strategy. - Implement service quality standards to prioritize customer experience and satisfaction, ensuring prompt, courteous, and professional service delivery. - Analyze service department performance metrics including NPS, service completion rates, revenue generation, warranty & CMC claim management, and compliance with HSE regulations to drive improvement actions. - Take charge of resolving customer complaints promptly and effectively, investigating issues, offering solutions, and implementing preventive measures. - Manage the Customer Support budget, financial controls, and risk initiatives efficiently within established budgets. - Lead and manage the entire service team, including service advisors, technicians, support staff, and other department personnel. - Recruit, select, develop, motivate, coach, and mentor managers while providing guidance on problem-solving and work delegation 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 relevant industry of Construction Equipment, Heavy Engines, Generators, etc. (Note: No additional details about the company were provided in the job description) As a Service Head, you will be accountable for working cross-functionally to support and transform the service channel. Your role involves ensuring the utilization of the latest technology to provide world-class service to customers in their territories and drive strong service business performance. Key Responsibilities: - Develop customer support strategies in collaboration with business leadership to achieve optimum growth. - Build and maintain long-term strategic business relationships with channel partners, OEMs, and customers to support the organization's Aftermarket strategy. - Implement service quality standards to prioritize customer experience and satisfaction, ensuring prompt, courteous, and professional service delivery. - Analyze service department performance metrics including NPS, service completion rates, revenue generation, warranty & CMC claim management, and compliance with HSE regulations to drive improvement actions. - Take charge of resolving customer complaints promptly and effectively, investigating issues, offering solutions, and implementing preventive measures. - Manage the Customer Support budget, financial controls, and risk initiatives efficiently within established budgets. - Lead and manage the entire service team, including service advisors, technicians, support staff, and other department personnel. - Recruit, select, develop, motivate, coach, and mentor managers while providing guidance on problem-solving and work delegation 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 relevant industry of Construction Equipment, Heavy Engines, Generators, etc. (Note: No additional details about the company were provided in the job description)