Customer Support
2 weeks ago
Job Description Hiring specifications Job Purpose: We are looking for an experienced and strategic Service Head to establish and drive our customer service operations for mobile robotics. This role will be responsible for setting up robust service processes, building and leading a high-performing team, and ensuring customer satisfaction through efficient deployment, maintenance, and support of our solutions. The Service Head will play a critical role in creating a customer-first service ecosystem that drives adoption, long-term reliability, and continuous value realization from our mobile robotics solutions. Role Expectations: Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of NHRSL products and services throughout the customer journey of onboarding, adoption, retention, and expansion. Promote customer satisfaction and loyalty via knowledge of customers' critical business issues and success criteria to ensure value realization. Design and implement end-to-end customer service processes, policies, and SOPs for mobile robotics. Develop a service roadmap aligned with business growth and customer expectations. Lead service delivery across installations, commissioning, maintenance, and support. Ensure quick response times, effective escalation management, and proactive issue resolution. Establish preventive and predictive maintenance programs to maximize uptime and asset life. Develop and execute customer success plans to ensure adoption, retention, and satisfaction. Define and track key KPIs (response time, resolution time, uptime, NPS, customer satisfaction). Use data and analytics to identify service gaps, improve efficiency, and strengthen customer engagement. Collaborate with product and engineering teams to provide customer feedback for continuous improvement. Manage budgets, optimize resource utilization, and ensure scalability of operations. Define and document best practices and continuously improve them for our customers, our partners, and ourselves. Interactions: Internal Stakeholders: HODs, Managers and I&C Engineers in Mobile robots ; robotics software team External Stakeholders: Customers/Clients , plant heads, operations head PEOPLE SPECIFICATIONS Profile: Bachelor’s degree in Engineering, Mechatronics, AI/Robotics/Industrial Automation or related field Experience: 12–15 years of progressive experience in service operations, field support, or customer success. Experience in mobile robotics, automotive technology, or industrial automation preferred. Proven track record of setting up service functions and driving customer success. Demonstrated success in leading support and service teams Check Your Resume for Match Upload your resume and our tool will compare it to the requirements for this job like recruiters do.
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