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

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

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