The Head of AMC & Spare-parts is responsible for leading and managing the AMC & Spare-parts Business Operations of Customer Care, with focus on (i) Revenue, Profit levels and Receivable Management as the financial KRAs and (ii) Customers’ and Dealers’ (SSPs’) Satisfaction Levels as the main non-financial KRA. This role requires a strategic leader who can oversee customer support teams, ensure timely and effective service delivery, manage customer relationships and drive improvements in service quality.

Responsibilities

• Oversee and manage the customer care department, focusing on the successful execution of Annual Maintenance Contracts (AMCs).
• Lead, coach, and develop customer care teams, ensuring they are well-equipped to meet customer expectations and company goals.
• Develop and implement strategies to enhance service delivery efficiency, quality, and customer satisfaction.
• Ensure seamless execution of AMC services, including routine maintenance, troubleshooting, and repairs for HVAC systems.
• Monitor service schedules, resource allocation,



and performance to ensure all maintenance contracts are fulfilled within the agreed terms.
• Collaborate with service delivery and technical teams to address customer issues, ensuring rapid resolution and service excellence.
• Serve as the key point of contact for major clients, building strong, long-term relationships to enhance customer loyalty and satisfaction.
• Address escalated customer issues, ensuring complaints are handled promptly and effectively.
• Regularly gather and analyze customer feedback to identify areas for service improvement and innovation.
• Drive both guarantee conversions and AMC renewal by maintaining a high level of customer satisfaction.
• Identify and capitalize on opportunities to upsell additional services or extended contracts to existing customers.
• Work closely with the sales and account management teams to generate new business opportunities through referrals and recommendations from

📌 Branch Head – AMC Operations (Bengaluru)
🏢 Voltas Limited - A TATA Enterprise
📍 Bengaluru