Project Head

1 day ago

Chaiteshwar Mahadev Ahmedabad, India Happy Square Outsourcing Services Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for an experienced and dynamic Project Head to oversee the operations and

performance of multiple Samsung Authorized Service Centres (ASCs) across assigned territories. The

ideal candidate will have a strong background in after-sales service management, team leadership,

and customer satisfaction enhancement within the consumer electronics or mobile industry.

Key Responsibilities:

Operations Management:

Oversee end-to-end service operations across multiple Samsung Authorized Service Centres (Mobile,

Consumer Electronics, and Home Appliances divisions).

Performance Monitoring:

Ensure each ASC meets Samsung's KPIs including TAT (Turnaround Time), FTR (First Time Resolution),

CSAT (Customer Satisfaction), and financial targets.

Team Leadership:

Lead, train, and motivate Service Centre Managers and technical teams to maintain service

excellence and compliance with Samsung standards.

Process Compliance:

Implement and monitor Samsung service policies, warranty procedures, inventory controls, and audit

requirements.

Business Development:

Identify areas for process improvement, cost optimization, and customer experience enhancement

to drive profitability.

Coordination with Samsung:

Act as the primary liaison between the Samsung regional office and ASCs for operational updates,

escalations, and reporting.

Reporting & Analysis:

Prepare monthly performance reports, analyse trends, and implement corrective actions where

necessary.

Customer Focus:

Ensure prompt and quality resolution of customer issues, maintaining the highest level of satisfaction

and brand loyalty.

Key Requirements:

Education: Graduate in Engineering / Electronics / Business Management preferred.

Experience: Minimum 8 years of service operations experience, with at least 3–5 years managing

multiple Samsung ASCs.

Technical Knowledge: Strong understanding of Samsung service processes, CRM systems, spare

management, and field service operations.

Skills:

Leadership & team management

Analytical & problem-solving ability

Excellent communication and coordination skills

Proficiency in MS Excel, PowerPoint, and reporting tools

Other Requirements:

Willingness to travel across Gujarat and nearby regions as required.

Strong orientation towards process excellence and customer satisfaction.

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