Head of Customer Service
3 days ago
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:
- Service Operations
: Oversee maintenance, repairs, and diagnostics; implement OEM-aligned protocols; minimize equipment downtime. - Team Leadership
: Manage and develop service engineers and technicians; conduct training to enhance skills. - Customer Relations
: Address customer concerns; promote services like AMCs, spare parts, and warranties. - Revenue & Cost Control
: Meet service revenue targets; control costs related to tools, parts, and warranty claims. - Inventory Management
: Ensure availability of spare parts and tools; maintain equipment condition and stock levels. - 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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