Head - After Sales Service - Solar Brand

Head - After Sales Service

Scrabble has been mandated to hire a Head - After Sales Service for a rapidly growing solar brand. The role will be based out of Mumbai.

Key Responsibilities:

- Team Leadership: Lead, mentor, and manage the after-sales service team, providing guidance and support to drive excellent customer service, teamwork, and individual growth across India.

- Vendor Relationships: Manage relationships and onboard vendors, suppliers, and service partners to support operations.

- Service Network: Establish and manage a network of service centers and technicians to efficiently address customer inquiries, maintenance, and repairs.

- Quality Assurance: Implement quality control measures and processes to maintain the highest standards in service quality.

- Customer Support: Oversee the customer support team to address inquiries, complaints, and warranty claims in a timely and professional manner.

- Performance Metrics: Develop and monitor key performance indicators (KPIs) to evaluate the effectiveness and efficiency of the after-sales service operations.

- Continuous Improvement: Continuously assess and improve service processes, including service call response times, service center operations, and customer communication.

- Training and Development: Implement training programs to enhance the technical skills and knowledge of service technicians and customer support staff across India.

- Regulatory Compliance: Ensure that service operations comply with all relevant industry regulations and standards.

- Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and address any issues or concerns promptly.

Key Skills:

- MBA preferred

- 6-8 years of professional work experience across operations roles

- Strong problem-solving and analytical skills

- Excellent communication and interpersonal skills.