National Service Head - Coffee Machines & Equipments

kaapi Solutions Pvt ltd, is a leading supplier of high-quality coffee machines and equipment, dedicated to providing excellent products and services to our customers across India. We are currently looking for a highly experienced and results-driven National Service Head to lead our service team and efficiently manage customer complaints.

Position Overview:

The National Service Head will play a pivotal role in overseeing our service department, ensuring the smooth operation of our coffee machines, and delivering exceptional customer service. The ideal candidate will have 9-10 years of experience in service management, with a strong background in managing a pan-India service team and resolving customer complaints.

Key Responsibilities:

Team Leadership: Lead, mentor, and manage a pan-India service team, providing guidance and support to ensure their success.

Service Strategy: Develop and implement a comprehensive service strategy to enhance customer satisfaction, improve response times, and increase the efficiency of our service operations.

Complaint Resolution: Establish efficient processes for handling customer complaints and ensure timely and satisfactory resolution.

Quality Assurance: Continuously monitor and improve the quality of service provided to customers, identifying areas for enhancement and implementing necessary improvements.

Resource Allocation: Allocate resources, including technicians and spare parts, efficiently to meet service objectives and minimize downtime.

Training and Development: Provide training and development opportunities for the service team to enhance their skills and knowledge, ensuring they are up to date with the latest coffee machine technologies.

Performance Metrics: Define and track key performance indicators (KPIs) to assess the effectiveness of the service team and the overall service department.

Vendor Management: Collaborate with external vendors and suppliers to ensure timely service and maintenance of coffee machines.

Budget Management: Manage the service department's budget effectively, keeping operations cost-efficient.

Reporting: Prepare regular reports and present to senior management on the performance of the service department and suggest areas of improvement.

Qualifications:

- 9-10 years of experience in service management with a strong track record in managing a pan-India service team.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Proficiency in complaint handling and resolution.

- Budget management experience.

- Knowledge of industry best practices in coffee machine servicing.

- Analytical and problem-solving abilities.

- Ability to work effectively in a dynamic and fast-paced environment.