Head - Product and Customer Service Excellence

7 days ago

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

Job Title: Head PACE (Product and Customer Excellence)

Location: Pune/ Satara (Preferred)

Experience: 8–10 years in B2B capital equipment / agri-tech / industrial machinery

Qualification: BE, MBA is preferred

Sector: Industrial Machinery Services, Process or Agricultural Equipment

Reporting to: CEO

Role Overview

The Head of PACE will lead Product and Customer Excellence functions, driving:

  • Service efficiency
  • Customer satisfaction
  • Spares & service revenue growth
  • Operational cost optimization

This role demands a strong focus on aftermarket services, structured process implementation, and continuous improvement to build a scalable service organization. The leader will oversee three critical pillars:

  1. Service Assurance – Improve efficiency & customer experience
  2. Product Care – Grow spares & service revenues
  3. Operations & Logistics – Reduce costs & improve profitability

The role requires rigorous process adherence—ensuring that defined processes are implemented, tracked, and followed across the team, with anomalies flagged and corrected proactively.

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

  • Head - Product and Customer Service Excellence

    1 week ago

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

    Key Responsibilities1. Service Assurance (Efficiency & Quality)Ensure service turnaround times meet or exceed benchmarksDrive customer satisfaction improvements through structured surveys (CSat, NPS) and regular feedback loopsMonitor and reduce rework / failure recurrenceManage customer claims effectively and enhance first-time-fix rates2. Product Care...

  • Head of Service Excellence

    2 weeks ago

    Pune, Maharashtra, India Snap Analytics Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Head of Service ExcellenceDepartment: Data PlatformsEmployment Type: Full TimeLocation: Pune, IndiaReporting To: Deepam BiswasDescription A few application tips…We want to help you put your best foot forward. Here are a few things we look for:Clear, specific examples of your work and impactRelevant experience aligned with the role's focusA thoughtful...

  • Head of Service Excellence

    2 weeks ago

    Pune, Maharashtra, India Snap Analytics Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DescriptionA few application tips… We want to help you put your best foot forward. Here are a few things we look for:Clear, specific examples of your work and impactRelevant experience aligned with the role's focusA thoughtful response to any application questionsA resume that highlights both what you did and why it matteredIf you're unsure whether your...

  • Customer Service Assistant

    2 days ago

    Pune, Maharashtra, India Marks and Spencer Full time ₹ 2,50,000 - ₹ 4,50,000 per year

    Marks & Spencer Retail Walk-In Drive | CSA | Immediate HiringAs a Customer Service Assistant at Marks & Spencer, you will play a key role in delivering a seamless and delightful customer experience in-store.Job Description -Achieve sales targets assigned to the store through effective customer engagement and product recommendations.Minimize costs by...

  • Production Head

    3 days ago

    Pune, Maharashtra, India Emphire HR services Pvt Ltd Full time ₹ 1,32,000 - ₹ 14,00,000 per year

    WE ARE LOOKING FOR PRODUCTION HEAD CANDIDATE.THOSE WHO HAVE EXPERIENCED IN HIGH PRESSURE DIE CASTING..Job Types: Full-time, PermanentPay: ₹1,100, ₹1,400,000.00 per yearBenefits:Health insurancePaid sick timeProvident FundWork Location: In person

  • Customer Excellence

    1 week ago

    Pune, Maharashtra, India ID Medical Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    SUMMARY OF ROLE Building and maintaining relationships with Healthcare professionals (typically nurses/doctors etc), new and existing to ID Medical, predominantly through the collation of and processing of relevant documentation for locum work, both at the start of an assignment and on a continuous basis.To process and obtain documentation typically right...

  • Global Head of Liquidity Production Engineering

    1 day ago

    Pune, Maharashtra, India HSBC Full time

    Some careers have more impact than others.If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.HSBC is one of the largest banking and financial services organisations in the world, with operations in 58 countries and territories. We aim to be where the growth is, enabling...

  • Head-Service Delivery

    3 days ago

    Pune, Maharashtra, India Nexapp Technologies Private Limited Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Role OverviewThe Head of NOC Operations, Project Management, and Service Delivery will be responsible for leading end-to-end service operations, managing critical client projects, and ensuring high standards of service delivery across the organization. This is a strategic and hands-on leadership role that demands cross-functional collaboration,...

  • Finance Head

    5 days ago

    Pune, Maharashtra, India KRISHNA RAJARAM ASHTEKAR AND JEWELLERS Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Description – Finance HeadCompany: Krishna Rajaram Ashtekar JewellersLocation: KRA House, 1056, Abhinav Chowk, Shukrawar Peth, Tilak Road, Pune – 411002Reports To: DirectorAbout the CompanyKRA Jewellers is a reputed jewellery brand with a legacy of over 88 years, known for authenticity, customer service, and operational excellence. With 12+ showrooms...

  • Service Manager

    2 weeks ago

    Pune, Maharashtra, India Morgan Placement & Consultancy Full time ₹ 5,00,000 - ₹ 7,50,000 per year

    Service ManagerQualification: Diploma or Bachelor of Engineering - Mechanical/AutomobileWork Experience: 8-10 years' experience in the relevantfield Location: PuneReporting To: Head of DepartmentSKILLS REQUIRED FOR THE JOBPrevious experience as a service lead is advantageous. Team management/handling skill is must Should be well equipped with working on SAP,...