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Service Consultant - After Sales - Consumer Healthcare - Consulting Firm - Contractual

Service Consultant - After Sales - Consumer Healthcare - Consulting Firm - Contractual

Outsized India Private Limited, India
23 days ago
Job description

Project description :

Our client, a global consulting firm, is working on a transformation project for a consumer durables firm. They are looking to overhaul their after-sales service and optimise the post-purchase customer experience for our appliances. The ideal candidate will ensure exceptional service quality, manage service networks, and enhance customer satisfaction and loyalty.

Key Support and Satisfaction :

  • Develop and implement strategies to ensure high levels of customer satisfaction.
  • Handle escalated service issues and resolve customer complaints promptly.
  • Monitor customer feedback and implement improvements to enhance the service experience.

Service Operations Management :

  • Manage and oversee all after-sales service operations, including installation, maintenance, and repair services.
  • Set up and manage service centers and authorized service partners in key locations.
  • Ensure adherence to service quality standards and turnaround time commitments.

    • Team Leadership :

  • Recruit, train, and lead service technicians and support staff.
  • Develop performance metrics and ensure the team meets service delivery goals.
  • Provide technical guidance and upskilling opportunities to the service team.

    • Warranty and spare parts management :

  • Manage warranty claims and ensure timely resolution of warranty issues.
  • Oversee the inventory and availability of spare parts to minimize service downtime.
  • Collaborate with procurement teams to ensure cost-effective spare parts management.

    • Process and System Optimization :

  • Design and implement efficient processes for after-sales services.
  • Utilise customer relationship management (CRM) tools to track service requests and monitor performance.
  • Identify bottlenecks and drive continuous improvements in service operations.

    • Reporting and Analytics :

  • Maintain detailed records of service operations and prepare regular performance reports.
  • Analyse service trends and provide insights to product and marketing teams.
  • Track key performance indicators (KPIs) such as response times, first-time resolution rates, and customer satisfaction scores.

    • Skills and Key Attributes

  • Experience : 5-10 years in after-sales service roles, preferably in the appliance or consumer durables industry.
  • Technical Skills : familiarity with appliance products and troubleshooting techniques.
  • Customer Orientation : Strong problem-solving skills with a focus on delivering outstanding customer experiences.
  • Leadership : Proven experience in managing and motivating teams.
  • Communication : Excellent verbal and written communication skills for interacting with customers and internal teams.
  • Analytical skills : proficiency in analyzing data and using insights to optimise processes.

    • This is a contractual role for 12 months based out of Mumbai.

    ref : iimjobs.com)