Service Head

Job Description

Job Title : Service Head – Home Appliances. Location : New Raipur Department : After-Sales Service / Customer Support Industry : Consumer Electronics / Home Appliances Experience Required : 10–15 years in Service Operations (at least 3–5 years in a leadership role) Job Summary: We are seeking an experienced and strategic Service Head to lead our after-sales service and customer support operations for our home appliance product lines including Televisions, Fans, and Air Coolers ,etc. The ideal candidate will be responsible for ensuring high levels of customer satisfaction, driving service revenue, and building a responsive and efficient service network across regions. Key Responsibilities: Service Strategy & Operations  Develop and implement the overall service strategy, KPIs, and operational plans in alignment with business objectives.  Establish and monitor SLA compliance, TAT, first-time resolution rates, and customer satisfaction metrics.  Oversee the setup and optimization of service centers, authorized service partners, and field service networks. Customer Experience & Quality  Lead the customer support function including inbound queries, complaint resolution, installations, repairs, and AMC management.  Ensure a delightful post-sale experience through prompt, professional, and technically sound service.  Work closely with the QA and product teams to address recurring issues and drive product improvement. Team & Partner Management  Lead, train, and motivate the national service team including regional managers, service engineers, and call centre staff.  Manage relationships with authorized service partners, ensuring capability, coverage, and compliance with service standards. Spare Parts & Logistics  Oversee the spare parts supply chain, inventory control, and availability across regions.  Coordinate with the supply chain team for fast-moving parts forecasting and reverse logistics. Technology & Process Optimization  Implement CRM, ticketing systems, and mobile field service tools to digitize service operations.  Identify and deploy automation or AI-based tools to improve efficiency and reduce operational costs. Regulatory & Warranty Management  Ensure compliance with local warranty regulations, maintain documentation, and handle escalated legal or consumer forum cases if required.  Design and manage warranty and extended warranty programs. Qualifications & Skills:  Bachelor’s degree in Engineering (Electronics/Electrical/preferred); MBA is a plus.  Minimum 10 years of relevant experience in after-sales service.  Strong leadership and team-building capabilities.  Experience in managing multi-channel service operations (in-house, outsourced, franchise).  Sound knowledge of CRM systems, service automation, and customer satisfaction metrics.  Excellent problem-solving, communication, and negotiation skills.  Willingness to travel across regions to monitor service centers and partners. KPIs / Success Metrics:  Customer Satisfaction Score (CSAT/NPS)  Service TAT (Turnaround Time)  First-Time Fix Rate  Cost per Service Call  Spare Parts Availability Interested candidate can share there CVs on - 9752410256 Mail ID - hr@arhamtechnologies.co.in Job Type: Full-time Pay: ₹20,000.00 - ₹35,000.00 per month Schedule: Day shift Ability to commute/relocate: Raipur, Chhattisgarh: Reliably commute or planning to relocate before starting work (Required) Experience: total work: 1 year (Preferred)