Head of Customer Service

1 day ago

Indore, Madhya Pradesh, India ES Infraserve Pvt. Ltd.| TATA HITACHI Full time ₹ 10,000 - ₹ 12,000 per year

Head of Customer Service

Designation- Sr. Manager/Manager

Package- 10 to 12 LPA, Location- Indore-M.P., Preference for Outside Candidates also who earlier worked in MP & also can shift with family.

Preferred Industry:

·      Construction Equipment & Machinery

·      Earthmoving Equipment (Excavators, Backhoe Loaders, etc.)

·      Heavy Machinery & Industrial Equipment

·      Automotive (Specializing in Commercial or Heavy Vehicles)

·      Mining & Quarrying Equipment

·      Agriculture Machinery

Role Overview:

Lead and optimize service operations for excavators and backhoe loaders, ensuring customer satisfaction, team efficiency, and revenue growth.

Key Responsibilities:

  1. Service Operations
    : Oversee maintenance, repairs, and diagnostics; implement OEM-aligned protocols; minimize equipment downtime.
  2. Team Leadership
    : Manage and develop service engineers and technicians; conduct training to enhance skills.
  3. Customer Relations
    : Address customer concerns; promote services like AMCs, spare parts, and warranties.
  4. Revenue & Cost Control
    : Meet service revenue targets; control costs related to tools, parts, and warranty claims.
  5. Inventory Management
    : Ensure availability of spare parts and tools; maintain equipment condition and stock levels.
  6. Compliance & Reporting
    : Uphold safety standards; track KPIs and submit performance reports to management.

Qualifications:

·      
Education
: Degree/Diploma in Mechanical/Automobile Engineering; earthmoving equipment certification (preferred).

·      
Skills
: Diagnostics, OEM standards, team leadership, customer management, and technical troubleshooting.

KPIs:

·      Service revenue & profitability.

·      Customer satisfaction.

·      Turnaround time & first-time fix rate.

·      Warranty efficiency.

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