Workshop Operations Head (Construction Equipment)

The Product Support Head will be responsible for leading strategic initiatives to enhance after-sales service performance and develop a robust support system across dealer and customer networks. Your role will involve transforming after-sales into a profit center, enhancing customer lifetime value, and ensuring industry-leading service standards. In your capacity, you will oversee field service, workshop operations, and remote support to ensure high uptime and reduced turnaround time for repairs and service. Implementing SOPs and service protocols for consistent delivery will be crucial. You will support service readiness across dealer/branch locations, monitor service KPIs, and drive performance improvements. As a leader, you will be responsible for leading and developing a team of service engineers, technicians, and parts managers. Conducting regular training and skill development programs in coordination with OEM will be part of your responsibilities. Additionally, you will ensure availability and timely distribution of critical spares, optimize inventory levels, and reduce obsolescence. Your role will also involve developing new business lines such as AMC & extended warranties, managing warranty processes, ensuring compliance with OEM policies, and monitoring claim processing and recovery with the OEM. Building and maintaining strong relationships with key clients, handling escalated service issues, and ensuring timely resolution will be essential. Providing technical guidance to field teams and customers, collecting product feedback, and relaying it to the OEM for product improvement will be part of your duties. Generating and presenting reports on service KPIs, customer satisfaction, and cost control, and using data analytics to improve service planning and forecasting will also be crucial. To excel in this role, you should have a B.E./B.Tech in Mechanical or Automobile Engineering, with 15+ years of experience in product support/service in construction or heavy equipment. P&L ownership, a strong understanding of hydraulic systems, engines, and diagnostic tools, proven leadership and people management skills, a customer-centric approach, familiarity with CRM and ERP tools for service operations, excellent communication, and stakeholder management skills are required. Key Performance Indicators (KPIs) for this role include service revenue generation, customer satisfaction score (CSAT), warranty claims processing, spare parts fill rate, inventory turnover, and Net Promoter Score (NPS).,