Service Head - Consumer Durables

Well known consumer durable company, part of large business house, is a market leader for its products & B2B solutions. The company is professional managed, present in over 200 locations in India & hires NextGen leaders who have a strong value system.

SERVICE HEAD - CONSUMER DURABLES

Responsible for back end of the service business, establish standards & create templates to efficiently manage customer service

Formulate very high customer service standards through formats that help field engineers understand the customer, the problem, solve it, communicate & educate customer

Develop applications in CRM & IT for complete back end systems & process

Drive CRM to ensure customer delight at all touch points with the company

Build an IT backbone, through apps, software, technology & connectivity to enhance field productivity, faster TAT & better management of material & human resources

Support 1500 technicians by developing their KRAs, formats, templates, service standards, process etc

Train service technicians wrt identifying & anticipating customer problems in real life situations, resolving them on field, communicating & ensuring customer satisfaction

Responsible for Defect Management, pre-empt materials problems, continuously enhance quality of components used, anticipate field issues & build solutions

Have deep experience in consumer durables services & processes with large service teams

BE, 15-20 years experience, 37-45 years of age, Rs. 40-45 lakhs per annum