Job Description:
- Drive PAN India B2C Service Operations, service standards, and operational efficiency.
- Manage Warranty Operations, including claim validation, approvals, cost control, and closure.
- Oversee After-Sales Service and ensure timely resolution of customer/service issues.
- Drive Dealer Relationship Management, including dealer service support, engagement, issue resolution, and performance monitoring.
- Monitor service centres, dealers, technicians, manpower, TAT, repeat complaints, and key service KPIs.
- Develop and implement service processes, SOPs, and escalation mechanisms across the network.
- Analyse service data, warranty costs, customer complaints, and identify areas for improvement.
- Coordinate with Sales, Product, Quality, Supply Chain, and Technical teams for effective issue resolution.
- Drive customer satisfaction, service quality, and continuous improvement across the B2C network.
- Lead, mentor, and develop the B2C Service team and service partners across India.
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