Service Head

Job description

Company Description

Power Point Cartridges Pvt. Ltd. is one of India's leading manufacturers of compatible and eco-friendly recycled cartridges, delivering high-quality office printing solutions at efficient costs. Based in the commercial hub of Mumbai, the company has a PAN India presence with 12 regional offices and 18 service centers. Serving over 12,500 customer locations across 1,500+ cities, the company leverages centralized ERP and CRM software for seamless service and PRINT MONITORING SOFTWARE for secure, visible printing management. Committed to sustainability, Power Point Cartridges adheres to government norms for e-waste management and partners with top brands like HP, Epson, Samsung, Dell, and Lenovo. The company was awarded as the Best Refurbishment Company by Silicon India in 2018.

Role Description

This is a full-time, on-site role based in Mumbai for the position of Service & Operation Head. The role involves overseeing and optimizing service operations, managing day-to-day service delivery processes, ensuring customer satisfaction, and analyzing operational metrics to improve efficiency. Responsibilities include strategizing operations management and ensuring alignment with organizational goals while maintaining high service quality standards. The Service & Operation Head will collaborate with cross-functional teams to drive operational excellence and contribute to the organization's sustained growth.

Job Description:

You will develop and implement service strategies, drive process improvements, and manage the day-to-day operations of the team. This role requires strong leadership skills, a passion for customer satisfaction, and the ability to drive continuous improvement. These professionals are crucial for the company's success, as they drive customer loyalty, manage teams, and improve service processes.

Objectives of this role

• Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
• Monitor and evaluate the team's performance, providing regular feedback, coaching, and recognition to drive team excellence.
• Ensure timely and accurate completion of service requests, work orders, and documentation, maintaining high attention to detail and quality.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency, and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools, or technologies.
• Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
• Hiring, training, and mentoring service staff, fostering a high-performance culture, and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills, and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism, and effective problem-solving.
• Developing continuous process improvement initiatives that include workflow optimization, cost reduction, quality control, and service delivery improvement.
• A key part of the senior service leader's role is monitoring the quality of the service provided to each person they support, and there are key areas that they will look at and monitor, both by audits and regular supervision with the team leader and meeting the people they support.

Required skills and qualifications

• A bachelor's degree in administration, management, or a related field.
• 5+ years of experience as a service management lead or in a related role, with knowledge of service management principles, processes, and best practices.
• Knowledge of the Indian service industry, service standards, and applicable service regulations and labor laws in India.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges

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