Company Description Srinivasa Sales & Service Private Limited (SSSPL) is an authorized dealer for Cummins India Ltd., serving customers across Telangana, Andhra Pradesh, and Odisha. With over five decades of experience, SSSPL specializes in multifaceted construction equipment solutions supported by expert service and prompt spare parts supply. The company is a leading provider of compressors, pumps, and diesel engine equipment after-sales support.

SSSPL focuses on reliability, technical excellence, and long-term customer relationships within the concrete and heavy equipment sectors.

Key Responsibilities

- Builds customer support strategies in collaboration with business leadership targeting optimum growth. Also, Develops and maintains long-term, strategic business relationships with complex, cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy.
- Responsible for working cross-functionally to support and transform the service channel, ensuring they utilize the latest technology and provide a world class service to support customers in their territories and deliver strong service business performance.
- Ensures a strong emphasis on customer experience and satisfaction. Responsible to set service quality standards and ensure that all customers receive prompt, courteous, and professional service.
- Tracks and analyzes service department performance metrics, such as NPS, service completion rates, revenue generation and achieving service metrics, Warranty & CMC claim, claim reversal for cash flow and drive improvement actions while ensuring compliance to Health,



safety and environmental (HSE) regulations.
- In the event of customer complaints or concerns, the Service Head takes charge of resolving these issues promptly and effectively. Able to investigate the complaints, offer solutions, and work to prevent similar problems in the future.
- Develops and manages Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.
- Leading and managing the entire service team including all branches service advisors, technicians, support staff, and any other personnel in the department.
- Recruits, selects, develops, manages, motivates, coaches, and entors’ managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.

Qualifications and Competencies

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify,



prioritize and resolve channel development opportunities within the service network.

Leadership: Customer Support Heads need strong leadership skills to effectively lead and motivate their team of service advisors, technicians, and support staff.

Customer Service: Exceptional customer service skills are crucial for understanding customer needs, handling inquiries and complaints, and ensuring a positive service experience for all customers.

Technical Knowledge: A valuable understanding of automotive mechanics and technical aspects is essential for providing guidance to service advisors and technicians, especially when dealing with complex issues.

Communication: Effective communication skills are vital for interacting with customers, team members, and higher management.

Financial Acumen: A solid grasp of financial management principles is important for budgeting, cost control, and optimizing service department profitability.

Customer Relationship Management: Building and maintaining strong relationships with customers is essential for customer loyalty and repeat business.

Develops talent - Developing people to eet both their career goals and the organization’s goals.

Action oriented - Taking on current opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Education, Licenses, Certifications:

Qualification College, university, Diploma/B.tech./M.Tech.

Experience

15+ years of experience of aftermarket service

Can be from trainee engineers, worked as customer support

📌 Head of Customer Support (Hyderabad)
🏢 SRINIVASA SALES u0026 SERVICE PRIVATE
📍 Hyderabad