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