Indkal Technologies - Head - Service Operations

Location: Kolkata

Key Responsibilities:

- As the Head of Service Operations, you will be pivotal in building and scaling a best-in-class after-sales service network that delights our customers and supports our aggressive growth. Your core responsibilities will include:

- Strategic Service Leadership: Develop and execute the overall strategy for our after-sales service operations, ensuring alignment with business goals and customer satisfaction objectives.

- Network Management & Expansion: Oversee and optimize our nationwide service network, including managing authorized service centers, field service teams, and call center operations. Drive expansion into new geographies as required.

- Operational Excellence: Implement and maintain robust processes for service delivery, including spare parts management, repair turnaround times (TAT), and field technician efficiency, ensuring high-quality, SLA-driven service.

- Customer Experience: Champion a customer-first approach, continuously improving post-purchase customer satisfaction through effective complaint resolution, feedback mechanisms, and service quality monitoring.

- Team Leadership & Development: Lead, mentor, and develop a high-performing team of service managers and operations personnel. Foster a culture of accountability, continuous improvement, and customer obsession.

- Performance Monitoring & Reporting: Define, track, and analyze key service metrics (e.g., FTR, TAT, customer satisfaction scores, cost per service) to identify areas for improvement and report performance to senior leadership.

- Cost Management: Manage the service operations budget, focusing on cost efficiencies while maintaining service quality standards.

- Technology & Innovation: Evaluate and implement new service technologies, tools, and best practices to enhance efficiency and customer experience (e.g., CRM, FSM, IVR systems).

- Compliance & Quality: Ensure all service operations comply with industry regulations, quality standards, and company policies.

Required Experience & Skills:

- 8+ years of progressive experience in managing After-Sales Service Operations within the Consumer Electronics or Home Appliances industry is mandatory.

- Proven track record of building, scaling, and managing large-scale service networks across multiple locations.

- Strong understanding of service logistics, spare parts management, and field service management.

- Demonstrated ability to improve customer satisfaction metrics and drive operational efficiencies.

- Exceptional leadership, team management, and stakeholder engagement skills. Strong analytical abilities with experience in data-driven decision-making and KPI management.

- Excellent communication, negotiation, and problem-solving skills.

- Bachelor's degree in Engineering, Business Administration, or a related field (MBA preferred).

- Willingness to travel extensively across India for network oversight and partner engagement.