Key Responsibilities:
● Team Leadership: Lead, mentor, and manage the after-sales service team,
providing guidance and support to drive excellent customer service,
teamwork, and individual growth across India.
● Vendor Relationships: Manage relationships and onboard vendors,
suppliers, and service partners to support operations.
● Service Network: Establish and manage a network of service centers and
technicians to efficiently address customer inquiries, maintenance, and
repairs.
● Quality Assurance: Implement quality control measures and processes to
maintain the highest standards in service quality.
● Customer Support: Oversee the customer support team to address
inquiries, complaints, and warranty claims in a timely and professional
manner.
● Performance Metrics: Develop and monitor key performance indicators
(KPIs) to evaluate the effectiveness and efficiency of the after-sales service
operations.
● Continuous Improvement: Continuously assess and improve service
processes, including service call response times, service center operations,
and customer communication.
● Training and Development: Implement training programs to enhance the
technical skills and knowledge of service technicians and customer support
staff across India.
● Regulatory Compliance: Ensure that service operations comply with all
relevant industry regulations and standards.
● Customer Feedback: Collect and analyze customer feedback to identify
areas for improvement and address any issues or concerns promptly.
Key Skills:
● MBA preferred
● 6-8 years of professional work experience across operations roles
● Strong problem solving and analytical skills
● Excellent communication and interpersonal skills.
What’s on offer:
● Joining the leadership team; having a high level of work independence,
autonomy and empowerment to lead company-wide changes.
● Excellent platform for learning how to build teams, achieve goals and handle
high growth situations.