Customer Service Operation Manager

zeltron service pvt ltd; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

Zeltron Service Pvt Ltd is seeking a dynamic leader to build and guide a technical team across Tankless, Heat Pump, Ventilation and Undefloor product categories in Pune. You will supervise service delivery, drive revenue, manage operations, KPIs, warranties and cost optimization while ensuring policy compliance.

Recruiting and coaching field technicians and engineers specializing in electric, solar, and heat pump geysers is essential.

Qualifications

• Engineering background with leadership experience.
• Experience in heat pump, electric, solar geysers is a plus.
• Proficient in process adherence and KPI reporting.

Responsibilities

• Build and guide the technical capabilities of the team across product categories (Tankless, Heat Pump, Ventilation, Undefloor).
• Oversee service and revenue delivery, operations management, MSL, administration, reporting, KPIs, warranty management and cost optimization.
• Lead recruitment, training and management of field service technicians and engineers specializing in electric, solar and heat pump geysers.
• Resolve customer escalations promptly while maintaining high CSAT scores.
• Manage operations for the East region.

Skills

Team leadership

Service delivery

Operations management

Conflict resolution

Regional operations

Education

B.E./B.Tech preferred

Diploma (3-4 year program)

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