ES Infraserve - Head - Customer Service

Head of Customer Service

Location - Indore-M.P., Preference for Outside Candidates also who earlier worked in MP & also can shift with family.

Preferred Industry:

- Construction Equipment & Machinery

- Earthmoving Equipment (Excavators, Backhoe Loaders, etc.)

- Heavy Machinery & Industrial Equipment

- Automotive (Specializing in Commercial or Heavy Vehicles)

- Mining & Quarrying Equipment

- Agriculture Machinery

Role Overview:

Lead and optimize service operations for excavators and backhoe loaders, ensuring customer satisfaction, team efficiency, and revenue growth.

Key Responsibilities:

- Service Operations: Oversee maintenance, repairs, and diagnostics; implement OEM-aligned protocols; minimize equipment downtime.

- Team Leadership: Manage and develop service engineers and technicians; conduct training to enhance - skills.

- Customer Relations: Address customer concerns; promote services like AMCs, spare parts, and warranties.

- Revenue & Cost Control: Meet service revenue targets; control costs related to tools, parts, and warranty claims.

- Inventory Management: Ensure availability of spare parts and tools; maintain equipment condition and stock levels.

- Compliance & Reporting: Uphold safety standards; track KPIs and submit performance reports to management.

Qualifications:

- Education: MBA and Degree/Diploma in Mechanical/Automobile Engineering; earthmoving equipment certification (preferred).

- Skills: Diagnostics, OEM standards, team leadership, customer management, and technical troubleshooting.

KPIs:

- Service revenue & profitability.

- Customer satisfaction.

- Turnaround time & first-time fix rate.

- Warranty efficiency.