Zonal Service Manager-General Manager-Service Department-Distribution and Aftermarket Business Unit-Delhi

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

• 18–25 yrs of experience
• Customer service
• Escalation handling
• Six Sigma
• FMEA
• Root cause analysis
• Problem solving
• Any graduate