Head - Product and Customer Service Excellence

4 days ago

Pune, Maharashtra, India Delta Color Sorter Pvt. Ltd. Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Key Responsibilities

1. Service Assurance (Efficiency & Quality)

  • Ensure service turnaround times meet or exceed benchmarks
  • Drive customer satisfaction improvements through structured surveys (CSat, NPS) and regular feedback loops
  • Monitor and reduce rework / failure recurrence
  • Manage customer claims effectively and enhance first-time-fix rates

2. Product Care (Revenue Growth)

  • Build and execute strategies for spares & service revenue growth (AMC, parts sales, product upgrades, training)
  • Track and grow Average Revenue per Account
  • Generate leads for upsell and cross-sell opportunities to be nurtured by the sales team (RISE)
  • Achieve Spares & Services revenue targets with predictable realization

3. Operations & Logistics (Cost & Profitability)

  • Streamline the logistics lifecycle to reduce service costs
  • Optimize inventory & spare parts management to balance availability and cost
  • Ensure profitability targets (Gross Margin & EBIT) are consistently met

Core Skills and Competencies:

  1. Aftermarket Service Management Knowledge of service operations, AMC, spare parts, warranty & claims management
  2. Revenue Growth Mindset Ability to design & scale aftermarket monetization models (spares, AMCs, upgrades)
  3. Process Discipline & Implementation Strong ability to implement processes, ensure compliance, and build systems for anomaly tracking
  4. Customer-Centric Leadership – Focus on satisfaction, retention, and customer lifetime value
  5. Operational Excellence – Expertise in service turnaround, logistics lifecycle management, and cost optimization
  6. Team Leadership & Coaching – Ability to build, mentor, and scale a multi-functional service team across assurance, care, and logistics
  7. Data-Driven Decision Making – Skilled in using KPIs, dashboards, and analytics to monitor performance and drive improvement
  8. Cross-Functional Collaboration – Ability to work with Sales (RISE), R&D, and Manufacturing teams for product improvement and customer success

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