This role in summary
The Service Quality Lead will be responsible for driving end-to-end service quality, customer experience, technical capability, and product/service performance for the Air Conditioner and Microwave categories. The role will identify quality gaps and convert customer, field and data insights into effective corrective and preventive actions. It will drive sustainable improvement in key service KPIs, including repeat rate, First Time Fix, NPS and complaint resolution. The role will also lead P4G and Total Cost of Quality (TCQ) initiatives focused on reducing Cost of Poor Quality, warranty costs, repeat repairs and service inefficiencies. Partnering with cross-functional teams, the role will identify, quantify and deliver impactful cost-saving opportunities without compromising customer experience or service quality.

Responsibilities:
• Ensure service readiness for recent product launches, including SOPs, technical training, tools, spares, troubleshooting and field support.
• Analyse customer VOC, field data, product failures and service trends to identify quality gaps,



recurring issues and improvement prospects.
• Lead RCA, CAPA and corrective actions for critical and recurring product/service quality issues in collaboration with Engineering, Plant Quality, Manufacturing, Marketing and Service Operations.
• Drive Field Fix implementation for identified product and technical issues, ensuring effective execution, compliance and closure across the service network
• Drive P4G and TCQ initiatives to reduce Cost of Poor Quality, warranty costs, repeat repairs, material consumption, avoidable visits and other service-related costs.
• Establish effective control over customer machine replacements and Under-Warranty (UW) costs, ensuring appropriate validation, approvals and cost governance.
• Manage coordination with FPS vendors for technical interventions, product quality issues, field actions and resolution of critical cases.
• Drive technical capabilit

📌 Service Quality Lead Gurugram
🏢 Whirlpool India
📍 Gurugram