Industry: Consumer Electronics / Home Appliances (Mandatory)
Location: Shalimar Bagh,Delhi
Key Responsibilities
- Lead and manage the end-to-end after-sales service operations across India.
- Develop and implement service strategies to enhance customer satisfaction and service efficiency.
- Manage authorized service centers, field service teams, and service partners.
- Ensure timely resolution of customer complaints while achieving defined service SLAs and TAT.
- Monitor spare parts planning, warranty management, repair quality, and service costs.
- Analyze service performance through KPIs and implement continuous improvement initiatives.
- Collaborate with Sales, Product, Quality, and Supply Chain teams to improve customer experience.
- Build, mentor, and lead a high-performing service team.
Desired Profile
- 15+ years of experience in after-sales service, with at least 5 years in a leadership role.
- Mandatory experience in the Consumer Electronics/Home Appliances industry.
- Solid expertise in service operations, warranty management, service network development, and customer support.
- Proven experience in leading large teams, managing service partners, and driving operational excellence.
- MBA or Engineering degree preferred.