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Service Head

2 months ago

Mumbai, India Streambox Media Pvt Ltd. Full time

Job Overview:


We seek a dynamic and experienced Service Head to oversee our Television Services department. The ideal candidate will manage all aspects of service operations, including warranty management, vendor relations, and customer satisfaction. This role is crucial in ensuring our TV products' high quality and reliability through effective management of TV spares and warranty issues.

Key Responsibilities:

·       Vendor Management: Establish and maintain strong relationships with vendors to ensure the supply of high-quality TV spares. Negotiate contracts and manage service level agreements (SLAs).

·       Warranty Administration: Oversee warranty service operations, including managing claims, customer communications, and compliance with warranty terms.

·       Quality Control: Monitor and analyze the quality of TV spares vendors provide. Implement and oversee rigorous quality control processes to ensure all spares meet or exceed industry standards.

·       Customer Service Leadership: Lead a team of service professionals to provide excellent customer service, resolve issues efficiently, and maintain high customer satisfaction.

·       Process Improvement: Continuously assess and improve service processes to enhance efficiency and effectiveness. Implement best practices in service management and warranty handling.

·       Reporting and Compliance: Ensure accurate reporting on service metrics and compliance with all company policies and industry regulations.

·       Travel: Willingness to travel domestically and internationally to meet with vendors and conduct site visits for quality assurance and process audits.


Requirements:

·       Bachelor’s degree in Business Administration, Engineering, or a related field.

·       Minimum of 5 years of experience in a service management role, preferably in the consumer electronics or television industry.

·       Strong understanding of warranty processes and vendor management.

·       Excellent leadership and interpersonal skills to manage diverse teams and interact with stakeholders.

·       Proficient in using service management software and tools.

·       Analytical thinker with a problem-solving attitude and attention to detail.

·       Ability to travel as required for business needs.Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.