Indkal Technologies - Head - Service Operations

Description:

Company Overview:

- Indkal Technologies is a fast-growing Indian consumer electronics and home appliances company, founded in 2020 and headquartered in Bengaluru.

- The company operates under global trademark licensing agreements for renowned brands such as Acer and Black+Decker, and has also launched its own in-house brand, Wobble.

- With a strong commitment to the Make in India initiative, Indkal manufactures over 70% of its product range locally and aims to achieve 90% localization by the end of 2025.

- The companys diverse product portfolio includes Smart TVs, Air Conditioners, Washing Machines, Smartphones (launched in May 2025), and TWS Audio Products.

- Currently present in 12,000+ retail stores across India, Indkal is on an aggressive growth trajectory, striving to become one of the leading players in the Indian consumer electronics space.

Job Responsibilities:

- To strategize and develop the after-sales service function, thereby ensuring customer satisfaction and minimizing customer complaints.

- Establish policies, processes, and standards for the after-sales service function.

- Lead the team to provide resolution within 48 hours for all types of customer service requirements.

- Formulate and execute a strategy to improve customer satisfaction index.

- Enhance the quality of service by reducing customer complaints.

- Build and promote strong, long-lasting customer relationships and enhance customer loyalty.

- Adhere to service schedules as committed.

- Review and manage monthly, quarterly, and annual budgets for the after-sales service department.

- Ensure the health and safety of employees in their operations.

- Coordinate with R&D and QA for resolving product-related complaints and improvements.

- Improve or monitor field team utilization, efficiency, work plan, and skills.

Qualification & Experience:

- Experience in leading service function.

- Should exhibit strong customer orientation skills.

- Excellent at communicating the business requirements.

- Able to develop the team with a deep level of understanding and knowledge of the entire product, systems, and processes.

- Self-driven and goal-oriented.

- E/BTech in Mechanical Engineering/ Electronics and Communication.

- Should have a minimum of 10 years' experience in the service function preferably from Electronics/Consumer Durables industry.

- Should have a minimum of 10 years' experience in leading the team.

Job Location: Bengaluru.