Customer Support

Kirloskar Oil Engines Limited; Delhi; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Kirloskar Oil Engines Limited in Delhi seeks a Zonal Service Head to lead service operations across the zone, driving faster response, first-time-right resolutions, and improved customer satisfaction for Powergen and Industrial products.

You will coach Area Service Managers, strengthen dealer service capabilities through training and certification, and collaborate with sales, product support, quality, and manufacturing to uphold KOEL service standards and performance.

Responsibilities

• 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.
• Strengthen dealer service capability through training, certification, technical development and performance improvement.
• 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.
• Drive customer satisfaction and proactively manage critical customers, key accounts and escalated cases within the zone.
• Capture Voice of Customer (VOC) and ensure timely feedback to Product, Quality, Engineering and Manufacturing teams.
• Support new product introduction and service readiness, including dealer capability, technical training, tools and service infrastructure.
• Standardize service processes and ensure consistent execution of KOEL service standards across the dealer network.
• Drive warranty, technical goodwill, service cost and productivity improvement in coordination with relevant functions.
• Identify recurring product and field issues and lead RCA, corrective actions and preventive actions to improve product reliability.
• Develop technical and leadership capabilities of the zonal team and dealer service personnel.
• Drive continuous improvement through Six Sigma, FMEA, Control Plan and structured problem-solving methodologies.
• Foster a customer-centric, accountable and high-performance service culture across the zone.
• Zonal Field Service Operations Management
• Technical Support & Troubleshooting
• Hands-on experience in Powergen and Industrial Products
• FMEA & Control Plan
• Six Sigma / Structured Problem Solving
• Warranty & Service Cost Management
• VOC, Customer Satisfaction & NPS Improvement

Job description

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

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. The incumbent will lead and develop the zonal service team, strengthen dealer service capability, and work closely with customers, dealers, Area Service Managers, sales, product support, quality, manufacturing and engineering teams.

Key Responsibilities

• 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.
• Strengthen dealer service capability through training, certification, technical development and performance improvement.
• 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.
• Drive customer satisfaction and proactively manage critical customers, key accounts and escalated cases within the zone.
• Capture Voice of Customer (VOC) and ensure timely feedback to Product, Quality, Engineering and Manufacturing teams.
• Support new product introduction and service readiness, including dealer capability, technical training, tools and service infrastructure.
• Standardize service processes and ensure consistent execution of KOEL service standards across the dealer network.
• Drive warranty, technical goodwill, service cost and productivity improvement in coordination with relevant functions.
• Identify recurring product and field issues and lead RCA, corrective actions and preventive actions to improve product reliability.
• Develop technical and leadership capabilities of the zonal team and dealer service personnel.
• Drive continuous improvement through Six Sigma, FMEA, Control Plan and structured problem-solving methodologies.
• Foster a customer-centric, accountable and high-performance service culture across the zone.
• Zonal Field Service Operations Management
• Technical Support & Troubleshooting
• Hands-on experience in Powergen and Industrial Products
• FMEA & Control Plan
• Six Sigma / Structured Problem Solving
• Warranty & Service Cost Management
• VOC, Customer Satisfaction & NPS Improvement