Head - Service - Electronics/Durable Goods/Aerospace

Job Title: Head of Service

Location: Chennai (Ambattur)

Work Schedule: 6 days work from office

Job Description:

Responsibilities:

Forecasting and Objectives:

- Develop and strive to achieve top-line and bottom-line targets for the service business.

- Prepare and administer an annual operating budget for the service vertical.

Team Management:

- Hire, train, motivate, counsel, and monitor the performance of all service employees.

Service Operations:

- Establish service centers or service partners and ensure service delivery aligns with standard guidelines.

- Ensure compliance with applicable government regulations affecting service operations.

- Monitor and follow up on parts orders with the parts manager to ensure availability.

- Initial all repair orders before submission to the warranty department, monitoring sales and hours relative to expectations.

Marketing and Customer Relations:

- Develop and implement a marketing plan promoting new and repeat service business.

- Establish and maintain good working relationships with customers to encourage repeat and referral business.

- Ensure service meeting warranty/terms & conditions of sales.

- Establish and maintain 24-hour follow-up with all customers to confirm satisfaction with the service experience.

Quality Assurance:

- Maintain high-quality service repairs and minimize comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality.

- Put systems in place to handle customer complaints immediately and according to dealership guidelines.

Collaboration:

- Collaborate with and provide insights to manufacturing, technical, and R&D departments for continual product development and improvements.

Technical Training:

- Facilitate and/or conduct technical training for employees and customers as applicable.

Reporting:

- Create MIS reports and report as per business requirements.

Value System:

- Ensure entire operations align with the company's core values, culture, and governance systems.

Qualifications:

Educational Background:

- BE/ME in Mechanical / Mechatronics / ECE / Aeronautical / Avionics.

- MBA in Service/Marketing/Operations Management.

- Certification in Service Management is a plus.

Experience:

- 15-20 years of experience in Service Management with a minimum of 5+ years at the Head/Leadership level in electronics, durable goods, or aerospace.

- Well-versed in strategic and operational management of service.