Head of After Sales | Scrabble & Jigsaw
Posted on June 29, 2025
Job Description
<div><span style="font-size:12px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;"><strong>Job Summary:</strong><br />
We are looking for an experienced and dynamic Service Head to lead the After-Sales Service operations for our Consumer Appliances division. The ideal candidate will be responsible for driving service excellence, leading large teams, managing service partners, ensuring customer satisfaction, and building strong processes with a high degree of ownership, problem solving, and management capabilities.</span></span></div>
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<div><span style="font-size:12px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;"><strong>Key Responsibilities:</strong><br />
• Full ownership of the After Sales department, leading Operations Head, Technical Head, Spares & Logistics Head, and Call Centre Head to manage overall service KPIs.<br />
• Actively monitor and drive KPIs such as TAT, first-time fix rate, CSAT, NPS, complaint resolution time, spare part availability, and cost efficiency.<br />
• Work closely with each sub-departmental head to identify gaps, develop improvement plans, and ensure consistent growth and performance of every vertical within service.<br />
• Ensure end-to-end customer satisfaction by delivering prompt, effective, and empathetic service solutions.<br />
• Proactively work on enhancing online reputation by driving positive customer reviews, resolving negative feedback, and increasing overall brand visibility on online platforms.<br />
• Efficiently operate the entire after-sales ecosystem, optimizing cost, manpower utilization, and process efficiency.<br />
• Own escalations and lead resolution of complex or sensitive customer issues with strong problem-solving and decision-making ability.<br />
• Build, mentor, and lead large cross-functional teams including regional and area managers, service engineers, call centre teams, and logistics coordinators.<br />
• Manage and strengthen the service partner network ensuring quality, compliance, and contractual adherence.<br />
• Oversee spare parts planning, forecasting, and logistics to maintain high service readiness levels.<br />
• Collaborate with Sales, Product, R&D, and Supply Chain teams to provide service insights for continuous product improvement.<br />
• Implement digital tools, CRM platforms, and analytics for real-time service monitoring and decision-making.<br />
• Drive AMC programs, warranty management, extended warranty sales, and service revenue targets.<br />
• Ensure 100% compliance with regulatory norms, safety standards, and company policies.</span></span></div>
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<div><span style="font-size:12px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;"><strong>Key Skills & Competencies:</strong><br />
• Strong leadership and team management skills with experience handling large and diverse teams.<br />
• Excellent ownership mindset with strong accountability for outcomes.<br />
• Exceptional problem-solving and decision-making skills.<br />
• Strong customer-centric approach with a focus on service quality and satisfaction.<br />
• Analytical skills with the ability to interpret service data and take corrective actions.<br />
• Excellent communication and interpersonal skills for cross-functional collaboration.<br />
• Ability to manage multiple priorities in a fast-paced environment.<br />
• Knowledge of service CRM platforms, warranty systems, and service operations software.</span></span></div>
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<span style="font-size:12px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;"><strong>Qualifications & Experience:</strong><br />
• Bachelor’s degree in Engineering, Business Administration or related field (MBA preferred).<br />
• 10-15 years of experience in after-sales service management, preferably in consumer electronics or home appliances.<br />
• Proven track record of leading large service teams with strong operational results.</span></span><br />
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