Service Quality Lead - Refrigerator and Air conditioners

Whirlpool; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Whirlpool India, Gurugram, seeks a senior Service Quality & Field Operations Lead to drive RCA/CAPA, field support, and continuous improvement across the service network. You will own LMS content, SBOM readiness, vendor coordination, and cost governance for under-warranty costs, with a focus on reducing warranty costs and improving product reliability.

You will collaborate with Engineering, Plant Quality, Manufacturing and Service Ops to benchmark best practices and implement structured

Qualifications

• 8+ years in Consumer Durables, HVAC, Refrigeration or related industries with strong service and field operations exposure.
• Experience leading RCA, CAPA and corrective actions with cross-functional teams.

Responsibilities

• Ensure service readiness for new product launches with SOPs, training, tools, spares and field support.
• Analyse VOC, field data and product failures to identify quality gaps and improvement opportunities.
• Lead RCA, CAPA and corrective actions with Engineering, Plant Quality, Manufacturing, Marketing and Service Operations.
• Drive field fix implementation ensuring execution, compliance and closure across the service network.
• Drive cost-reduction initiatives to reduce warranty costs, avoidable visits and material usage.
• Establish control over replacements and under-warranty costs with proper validation and governance.
• Coordinate with FPS vendors for interventions and critical case resolution.
• Develop technical capability of Service Engineers through targeted training and certifications.
• Own LMS platform management for training content, curriculum and certification tracking.
• Drive SBOM readiness and MSL review for products based on failure trends and service requirements.
• Monitor service partner quality via audits, scorecards and improvement plans.
• Set up early-warning dashboards to identify risks in product, process and service quality.
• Benchmark best practices and lead continuous improvement across the service network.

Skills

Field operations

Quality assurance

Root cause analysis

CAPA

Training & development

Tools

LMS platform

Quality dashboards

Job description

Responsibilities:

• Ensure service readiness for new product launches, including SOPs, technical training, tools, spares, troubleshooting and field support.
• Analyse customer VOC, field data, product failures and service trends to identify quality gaps, recurring issues and improvement opportunities.
• Lead RCA, CAPA and corrective actions for critical and recurring product/service quality issues in collaboration with Engineering, Plant Quality,Manufacturing,Marketing and Service Operations.
• Drive Field Fix implementation for identified product and technical issues, ensuring effective execution, compliance and closure across the service network
• Drive P4G and TCQ initiatives to reduce Cost of Poor Quality, warranty costs, repeat repairs, material consumption, avoidable visits and other service-related costs.
• Establish effective control over customer machine replacements and Under-Warranty (UW) costs, ensuring appropriate validation, approvals and cost governance.
• Manage coordination with FPS vendors for technical interventions, product quality issues, field actions and resolution of critical cases.
• Drive technical capability development of Service Engineers, Master Engineers and Service Partners through targeted training, certification and technical interventions.
• Own LMS platform management for the categories, ensuring training content, curriculum, certification, completion and capability tracking are effectively managed.
• Drive SBOM readiness and MSL review for new and existing products, ensuring adequate parts availability based on failure trends, installed base and service requirements.
• Monitor and improve Service Partner quality performance through audits, scorecards, governance reviews and structured improvement plans.
• Establish early-warning mechanisms and quality dashboards to proactively identify product, process and service quality risks.
• Benchmark best practices and lead continuous improvement and quality transformation projects across the service network.

Preferred skills and experiences

8+ years in Consumer Durables, HVAC, Refrigeration or related industries, with strong service and field operations exposure