Head - Product and Customer Service Excellence

Key Responsibilities

1. Service Assurance (Efficiency & Quality)

• Ensure service turnaround times meet or exceed benchmarks
• Drive customer satisfaction improvements through structured surveys (CSat, NPS) and regular feedback loops
• Monitor and reduce rework / failure recurrence
• Manage customer claims effectively and enhance first-time-fix rates

2. Product Care (Revenue Growth)

• Build and execute strategies for spares & service revenue growth (AMC, parts sales, product upgrades, training)
• Track and grow Average Revenue per Account
• Generate leads for upsell and cross-sell opportunities to be nurtured by the sales team (RISE)
• Achieve Spares & Services revenue targets with predictable realization

3. Operations & Logistics (Cost & Profitability)

• Streamline the logistics lifecycle to reduce service costs
• Optimize inventory & spare parts management to balance availability and cost
• Ensure profitability targets (Gross Margin & EBIT) are consistently met

Core Skills and Competencies:

1. Aftermarket Service Management

   Knowledge of service operations, AMC, spare parts, warranty & claims management

2. Revenue Growth Mindset

   Ability to design & scale aftermarket monetization models (spares, AMCs, upgrades)

3. Process Discipline & Implementation

   Strong ability to implement processes, ensure compliance, and build systems for anomaly tracking

4. Customer-Centric Leadership

   – Focus on satisfaction, retention, and customer lifetime value

5. Operational Excellence

   – Expertise in service turnaround, logistics lifecycle management, and cost optimization

6. Team Leadership & Coaching

   – Ability to build, mentor, and scale a multi-functional service team across assurance, care, and logistics

7. Data-Driven Decision Making

   – Skilled in using KPIs, dashboards, and analytics to monitor performance and drive improvement

8. Cross-Functional Collaboration

   – Ability to work with Sales (RISE), R&D, and Manufacturing teams for product improvement and customer success