Zonal Service Manager-General Manager-Service Department-Distribution and Aftermarket Business Unit-Delhi
DelhiFull-time18–25 yrsPosted 3 days ago
Leadership customer support role at Kirloskar Oil Engines in Delhi. Needs 18–25 years.
About the role
The Zonal Service Head will be responsible for leading service operations within the assigned zone and ensuring consistent, responsive and high-quality service delivery across the region. The role will focus on improving customer satisfaction, service responsiveness, first-time-right resolution, dealer capability and overall service performance within the zone.
What you'll do
- Lead zonal service operations to deliver superior customer support and service experience
- Drive faster response, first-time-right resolution and reduction in service escalations across the zone
- Lead, coach and develop Area Service Managers and zonal field service teams to achieve business and service objectives
- Monitor and improve key service KPIs including response time, MaxTTR, FTR/FVR, CDI, CSP, NPS and customer complaints
- Ensure effective technical support and field resolution for Powergen and Industrial products
What you need
- Customer service
- Escalation handling
- Six Sigma
- FMEA
- Root cause analysis
- Problem solving