Head - Product and Customer Service Excellence

Job Title: Head PACE (Product and Customer Excellence)

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Experience:

Qualification:

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Role Overview

Product and Customer Excellence

• Service efficiency
• Customer satisfaction
• Spares & service revenue growth
• Operational cost optimization

aftermarket services

1. Service Assurance

   – Improve efficiency & customer experience

2. Product Care

   – Grow spares & service revenues

3. Operations & Logistics

   – Reduce costs & improve profitability

The role requires rigorous process adherence—ensuring that defined processes are implemented, tracked, and followed across the team, with anomalies flagged and corrected proactively.

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