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Head of Technical Services
2 months ago
POSITION: HEAD OF TECHNICAL SERVICE
Seniority: Executive (CEO)
LOCATION: INDORE (MP)
AREA OF OPERATION: TECHNICAL SERVICE
RELEVANT INDUSTRY: Pumps, Automobiles, Electrical & Electronics, Domestic Water Purifier, UPS & Battery.
JOB DESCRIPTION:
- Effectively lead, motivate and develop the service team across the country.
- To understand and apply commercial expertise, across the company's Pumps & other related equipment and services, to Build robust service strategy and processes to drive and support the company's growth direction.
- To establish a full understanding of customers' requirements at all levels and to ensure that the company's is regarded as a preferred vendor / service provider to all accounts to ensure speedy resolution of queries & grievances.
- To have deep knowledge of the company's products and services, supply chain and product management processes, sufficient to support and deliver excellent customer service.
- To demonstrate high level of HSE (Health Safety Environment) mindset and knowledge about HSE procedures and practices, applying this knowledge as a part of daily work routine
- Creating, Developing and managing the service network – Service Centres, Field service mechanics – Imparting of training to the service centres and dealers
- Enhancing the service process and practices to the Industry standard – product details, offering of customer service including maintaining customer relationships and managing the Customer service care.
- Providing necessary technical knowledge tools to marketing team, dealers and service centres
- Effective Product Complaint Management – Spares Management – co-ordination with the Product development, Manufacturing, Central Planning, Marketing and Service Centres
- Defective management – Repairing efficiency as per the company standards – Auditing – Customer feedback and satisfaction
- Budgeting and controlling of the service expenses
- Analysis on Product Complaint – Defective Management– Efficiency of Customer Care & Service centre – Oversees team members performances and preparing of various reports
- Will have extensive traveling across the country.
QUALIFICATION & EXPEREINCE:
- Bachelor/ Master of Engineering graduate (Mechanical/Electrical/Electronics) having around 15 to 20 years of experience in managing the complete service function at the national level.
- Good planning and negotiation skills
- Strategic thinker & result oriented.
- Must be able to travel up to 60% of the time.
SKILLS AND ABILITIES:
- Must have handled a similar role & have an experience in handling a large sales team in past.
- A high level of computer skills is essential - MS Office (Excel, Word and PPT).
- Knowledge of working on analytical tools like power BI and CRM platform like salesforce.
- Highly motivated individual with good communication and interpersonal skills.
DESIRED CANDIDATE PROFILE:
- Candidates with Comprehensive solar Pump Manufacturing Industry Knowledge, Strong Customer-Facing Skills, Excellent leadership qualities, Innovative, Good communication and having quick decision-making skills.
REPORTING TO: CMD
COMPENSATION : Salary and Benefits will be commensurate with qualifications and experience, and will not be a constraint for deserving candidates.
