ES Infraserve

Head of Customer ServiceLocation - Indore-M.P., Preference for Outside Candidates also who earlier worked in MP & also can shift with family.Preferred Industry:- Construction Equipment & Machinery- Earthmoving Equipment (Excavators, Backhoe Loaders, etc.)- Heavy Machinery & Industrial Equipment- Automotive (Specializing in Commercial or Heavy Vehicles)- Mining & Quarrying Equipment- Agriculture MachineryRole Overview:Lead and optimize service operations for excavators and backhoe loaders, ensuring customer satisfaction, team efficiency, and revenue growth.Key Responsibilities:- Service Operations: Oversee maintenance, repairs, and diagnostics; implement OEM-aligned protocols; minimize equipment downtime.- Team Leadership: Manage and develop service engineers and technicians; conduct training to enhance - skills.- Customer Relations: Address customer concerns; promote services like AMCs, spare parts, and warranties.- Revenue & Cost Control: Meet service revenue targets; control costs related to tools, parts, and warranty claims.- Inventory Management: Ensure availability of spare parts and tools; maintain equipment condition and stock levels.- Compliance & Reporting: Uphold safety standards; track KPIs and submit performance reports to Education: MBA and Degree/Diploma in Mechanical/Automobile Engineering; earthmoving equipment certification (preferred).- Skills: Diagnostics, OEM standards, team leadership, customer management, and technical Service revenue & profitability.- Customer satisfaction.- Turnaround time & first-time fix rate.- Warranty efficiency. (ref:iimjobs.com)