Customer Support

Kirloskar Oil Engines Limited; Pune District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Kirloskar Oil Engines Limited in Pune invites a seasoned leader to head Field Service Operations within the Service Department of the Distribution and Aftermarket Business Unit. The role oversees a nationwide field service organization, driving faster response, first-time-right resolution, and sustained customer satisfaction across all regions.

You will lead 100+ field service professionals, build dealer capability through training and certification, and ensure readiness for new product

Responsibilities

• Lead nationwide Field Service Operations to deliver superior customer support.
• Drive faster response, first-time-right resolution, and service excellence.
• Lead and develop a high-performing team of 100+ field service professionals.
• Build dealer capability through training, certification, and performance improvement.
• Improve customer experience and drive sustained NPS improvement.
• Ensure service readiness for new product launches across the dealer network.
• Capture Voice of Customer (VOC) and drive product and process improvements.
• Partner with cross-functional teams to improve product reliability and service quality.
• Standardize service processes and drive operational excellence across the network.
• Develop technical and leadership capabilities of KOEL's field service organization.
• Monitor service KPIs and drive continuous improvement in productivity and customer satisfaction.
• Foster a customer-centric, high-performance culture across the field service ecosystem.

Job description

Head - Customer Support-(Sr.GM)-Service Department-Distribution and Aftermarket Business Unit-Pune

The Head – Field Service Operations will be responsible for leading KOEL’s nationwide field service organization and strengthening the service capability of the dealer network.The role will focus on delivering faster response, superior service quality, improved customer satisfaction and consistent service execution across all regions. The incumbent will lead a team of more than 100 employees and work closely with dealers, customers, product teams, quality, manufacturing, sales and engineering functions.

Key responsibilities....

• 1)Lead nationwide Field Service Operations to deliver superior customer support.
• 2)Drive faster response, first-time-right resolution, and service excellence.
• 3)Lead and develop a high-performing team of 100+ field service professionals.
• 4)Build dealer capability through training, certification, and performance improvement.
• 5)Improve customer experience and drive sustained NPS improvement.
• 6)Ensure service readiness for new product launches across the dealer network.
• 7)Capture Voice of Customer (VOC) and drive product and process improvements.
• 8)Partner with cross-functional teams to improve product reliability and service quality.
• 9)Standardize service processes and drive operational excellence across the network.
• 10)Develop technical and leadership capabilities of KOEL's field service organization.
• 11)Monitor service KPIs and drive continuous improvement in productivity and customer satisfaction.
• 12)Foster a customer-centric, high-performance culture across the field service ecosystem.
• 15) Team management
• 16) Technical Support
• 17) Hands on experience in handling Powergen and Industrial products