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Service Engineer

Job Title: Head - Service Location: Delhi NCR Function: Customer Service / After-Sales Reports To: CEO Industry: Consumer Durables (Kitchen Appliances, Home Appliances, Fans, Large Appliances) Role Objective: To lead the national customer service and after-sales operations across product categories including kitchen appliances, home appliances, fans, and large appliances. The Head - Service will be responsible for ensuring a seamless customer experience, enhancing service efficiency, driving service revenue, and supporting brand equity through superior post-purchase engagement. Key Responsibilities: 1. Service Strategy & Planning - Define and execute the national service strategy aligned with overall business objectives. - Establish KPIs and SLAs for service operations, turn-around times (TAT), NPS, FTR (First Time Resolution), etc. - Lead the digital transformation of service processes, including CRM, automation, and self-service platforms. 2. Customer Experience & Satisfaction - Ensure delivery of best-in-class after-sales service across channels (home service, service centers, helpline, digital support). - Monitor key customer metrics like NPS, CES (Customer Effort Score), complaint resolution rate. - Build a culture of customer centricity and continuous improvement. 3. Pan-India Service Network Management - Expand, manage, and audit the national service network - including company service centers, franchisee/authorized service providers (ASPs), and third-party partners. - Optimize geographic coverage for faster service across urban, tier 2/3 markets. - Ensure consistent training, standardization, and compliance across service partners. 4. Technical Support & Training - Build and lead a strong technical service team for complex products (like large appliances, kitchen solutions). - Set up technical training programs for field engineers, technicians, and ASPs. - Drive knowledge management for new product launches and technology changes. 5. Spare Parts Management - Oversee the forecasting, procurement, inventory management, and distribution of spare parts to service locations. - Improve availability and reduce TAT via efficient spares logistics and vendor partnerships. 6. Service Revenue & P&L Responsibility - Drive service revenues through extended warranties, AMCs, installation and demo charges, and value-added services. - Monitor cost efficiency and service profitability (if applicable). - Identify monetization opportunities while maintaining service excellence. 7. Cross-Functional Collaboration - Work closely with sales, product, R&D, quality, logistics, and marketing teams to resolve product quality issues and service pain points. - Share consumer feedback and service data insights to drive product improvement and innovation. Experience: - 15-20 years of experience in customer service/after-sales, preferably in consumer durables or home/kitchen appliances industry. - Proven experience in managing large-scale service operations and leading cross-functional teams. - Exposure to digital tools, field service CRM, TAT monitoring, and customer satisfaction metrics is essential. Skills & Competencies: - Strategic Thinking with Operational Excellence - Strong Customer Orientation - Analytical & Data-Driven Decision Making - Strong People Leadership and Vendor Management - P&L Mindset with Revenue Orientation - Ability to Drive Change and Innovation

Delhi NCR

Head - Customer Service/After Sales - Consumer Durables 

Job Description for Head - Customer Service/After Sales - Consumer Durables  in ABC Consultants in  Delhi NCR for (15-20) years of experience. Apply Now!

Head - Customer Service/After Sales - Consumer Durables  | iimjobs.com