Head Customer Support

Job Summary

The Head After Sales will be responsible for building a structured process-driven and customer-focused after-sales function. The role will primarily focus on SOP development process improvement system implementation service strategy and enhancing customer experience. The position requires a technically strong professional who understands service operations automation and continuous improvement methodologies.

Key Responsibilities

1. SOP Development & Process Structuring

• Design and implement end-to-end After Sales SOPs
  
• Standardize complaint handling installation service and replacement workflows
  
• Create clear escalation matrix and service timelines
  
• Define structured ticket lifecycle and ownership model
  
• Ensure SOP compliance across team
  

2. Process Improvement & Optimization

• Identify process gaps and implement improvement initiatives
  
• Reduce complaint resolution time through workflow optimization
  
• Implement automation in service tracking and follow-ups
  
• Establish continuous improvement culture in the department
  
• Introduce service quality control checkpoints
  

3. System & Technology Implementation

• Strengthen usage of CRM / Helpdesk tools (Zoho Desk or similar)
  
• Design structured ticket categorization and priority system
  
• Implement dashboards for real-time service monitoring
  
• Develop data-driven service decision framework
  
• Ensure documentation and knowledge base creation
  

4. Customer Experience Enhancement

• Design customer communication standards
  
• Improve response time and resolution quality
  
• Introduce customer satisfaction tracking mechanism
  
• Develop proactive service approach
  
• Reduce repeat complaints through root cause analysis
  

5. Strategy & Department Development

• Build long-term After Sales strategy aligned with company growth
  
• Develop scalable service structure for expansion
  
• Define service SLAs and performance benchmarks
  
• Introduce preventive service planning (where applicable)
  
• Implement structured service review mechanisms
  

6. Technical & Service Understanding

• Understand product technical issues and service challenges
  
• Guide team in technical troubleshooting framework
  
• Work closely with Purchase and Product team for issue resolution
  
• Standardize technical diagnosis process
  
• Build technical documentation and service guidelines
  

7. Data Analytics & Reporting

• Monitor and improve key service metrics:
  
• TAT (Turnaround Time)
  
• First Response Time
  
• Closure Rate
  
• Repeat Complaints
  
• Customer Satisfaction Score
  
• Prepare weekly and monthly process improvement reports
  
• Use data for predictive service planning
  

8. Team Capability Development

• Train team on SOPs and structured communication
  
• Build process ownership within team
  
• Develop second-line leadership
  
• Conduct periodic process audits
  

Key Performance Indicators (KPIs)

• SOP implementation success rate
  
• Reduction in complaint resolution time
  
• Customer satisfaction improvement
  
• Reduction in repeat complaints
  
• System adoption and compliance
  
• Process efficiency improvement
  
• Service backlog reduction
  

Required Skills & Competencies

• Strong process-oriented mindset
  
• Expertise in SOP creation and workflow design
  
• Experience in CRM / Helpdesk systems
  
• Strong analytical and problem-solving ability
  
• Technical understanding of service operations
  
• Customer experience improvement knowledge
  
• Project management and implementation skills
  
• Excellent interdepartmental coordination
  

Preferred Candidate Profile

• Technical background (Engineering preferred)
  
• Experience in manufacturing / lighting / electrical industry preferred
  
• Strong exposure to service process transformation
  
• Experience in automation and system-driven operations
  
• Hands-on approach to operational improvements
  

Qualification & Experience

• Graduate in Engineering / Technical Discipline preferred
  
• MBA (Operations / Service Management) is an added advantage
  
• 57 years of experience in After Sales / Service Operations
  
• Minimum 35 years in process-driven leadership role