Customer Service Operation Manager

zeltron service pvt ltd; New Delhi; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Zeltron Service Pvt Ltd is seeking a capable leader to build technical capabilities across product categories like tankless, heat pump, ventilation and undefloor. You will drive service revenue, KPIs, warranties and cost optimization while leading field technicians and engineers in electric, solar and heat pump geysers.

Regional responsibilities include the EAST region and customer complaint resolution to maintain CSAT scores.

Qualifications

• Bachelor’s degree (B.E./BTech) or Diploma with 3-4 years’ experience in relevant field.
• Strong technical knowledge in heat pump/related products.
• Ability to communicate in local languages

Responsibilities

• Build technical capabilities of the team across Product Categories (Tankless/Heat Pump/Ventilation/Undefloor).
• Oversee service and revenue delivery, operations management, MSL, administration, reporting, KPI delivery, warranty management and cost optimization.
• Lead a team of field service technicians and engineers in electric, solar, and heat pump geysers.
• Resolve escalated customer complaints promptly to maintain high CSAT scores.
• Manage operations for the EAST region

Skills

Technically sound in heat pump

Education

Graduate (B.E./Btech) or Diploma (3-4 yrs)

Job description

Role & responsibilities

• Building Technical capabilities of team for the Product Categories (Tankless/Heat Pump/Ventilation/Undefloor)
• Managing Service and Revenue delivery, Operations Management, MSL, Administrations, Reportings, KPI Delivery, Warranty managements, adherence to Process and Policies, Cost optimization.
• Team Leadership: Recruit, train, and manage a team of field service technicians and engineers specializing in electric, solar, and heat pump geyser
• Customer Conflict ResolutionHandle escalated customer complaints, ensuring speedy resolutions while maintaining high customer satisfaction (CSAT) scores.
• handle EAST region .

Preferred candidate profile

• Graduate (Preferred B.E./Btech),Diploma(3-4 yr experience)
• Technically Sound from heat pump Industry/similar industry
• Should know Local Languages