Service Head

2 weeks ago

Mumbai, India Wonderchef Home Appliances Pvt Ltd. Full time
About the company: is a leading kitchen appliances and cookware brand in India, known for its innovative and stylish products that make cooking a delightful experience. We are committed to providing high-quality, durable, and user-friendly kitchenware solutions to enhance our customers' culinary experiences.

Position Overview:

We are seeking a dynamic and experienced Service Head to lead our service department. The Service Head will be responsible for overseeing all aspects of service delivery, ensuring high-quality customer experiences, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills, technical expertise, and a passion for delivering outstanding service.

Responsibilities:

1. Leadership and Management:

- Lead, mentor, and motivate a team of service professionals to achieve departmental goals and objectives.- Provide guidance and support to team members, fostering a culture of collaboration, accountability, and continuous learning.- Develop and implement strategies to optimize service delivery processes and enhance overall efficiency.

2.Service Delivery:

- Oversee the delivery of services to ensure compliance with quality standards, contractual agreements, and regulatory requirements.- Monitor key performance indicators (KPIs) and metrics to assess service performance and identify areas for improvement.- Develop and implement service improvement initiatives to enhance customer satisfaction and loyalty.

3.Customer Relationship Management:

- Build and maintain strong relationships with key customers, understanding their needs and requirements.- Act as a primary point of contact for escalated customer issues, resolving conflicts and ensuring timely resolution of problems.- Gather feedback from customers to identify trends, preferences, and opportunities for service enhancement.

4.Technical Expertise:

- Stay abreast of industry trends, best practices, and emerging technologies relevant to service delivery.- Provide technical guidance and support to service team members, assisting with complex issues and troubleshooting as needed.- Collaborate with internal stakeholders, such as product development and sales teams, to ensure alignment between service offerings and customer needs.

5.Budgeting and Resource Management:

- Develop and manage the departmental budget, ensuring optimal allocation of resources to support service delivery objectives.- Identify opportunities for cost optimization and efficiency improvements while maintaining service quality standards.- Monitor expenses and financial performance against budgetary targets, implementing corrective actions as necessary.

Qualifications:

- Bachelor’s degree in relevant field- 10-12 years of experience in a similar leadership role, preferably in Consumer durable sector- Proven track record of successfully managing service delivery operations and driving performance improvement initiatives.- Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.- Excellent communication and interpersonal abilities, with a customer-centric approach to service delivery.- Proficiency in budgeting, financial analysis, and resource management.

Location : Powai, Mumbai.

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