Key Responsibilities 1. Service Operations Management Manage end-to-end after-sales service operations for (refrigerators, washing machines, ACs, ovens, dishwashers, small appliances, & TV) Ensure timely repair, installation, and maintenance services across service centers and field teams Investigate and solve all failures Monitor service KPIs such as turnaround time, first-time fix rate, repeat repair rate, warranty cases, spare parts turnover, and customer satisfaction Develop and implement service strategies to improve efficiency, quality, and customer experience Recommend corrective actions to improve aftersales service   2. Customer Experience & Complaint Management Oversee handling of escalated customer complaints and ensure effective resolution Ensure service teams deliver professional, customer-focused service Monitor customer feedback, service ratings, and complaint trends Implement initiatives to enhance customer loyalty and brand reputation     3. Warranty & Cost Control Manage warranty policies, claim approvals, and cost optimization Control after-sales service costs, including labor, spare parts, logistics, and warranty expenses Analyze warranty trends and implement actions to reduce recurring failures Ensure compliance with company warranty standards and manufacturer agreements   4. Spare Parts & Supply Chain Coordination Oversee spare parts planning, inventory control, and parts availability Ensure optimal stock levels to support service speed and minimize downtime Coordinate with procurement, warehouses, and suppliers to avoid shortages or overstock Monitor parts consumption, obsolete stock, and inventory turnover   5. Service Network & Team Leadership Lead, coach, and evaluate service engineers, and technical teams. Manage authorized service centers and third-party service providers Conduct performance reviews and technical training programs Develop team capabilities, productivity, and service professionalism   6. Quality Assurance & Continuous Improvement Monitor service quality audits and implement corrective actions Analyze failure trends and work with technical teams to improve product reliability Standardize service procedures, repair processes, and documentation Drive process improvements using data analytics and best practices   7. Reporting & Business Performance Prepare monthly performance reports on service operations, costs, and KPIs Present insights and improvement plan to senior management Use data analytics to forecast service demand and resource needs Support budgeting, forecasting, and financial planning for after-sales operations   8. Cross-Functional Coordination Work closely with sales, logistics, product, quality, warranty, service centers and marketing teams Support product launches with service readiness, training, and parts planning Provide feedback to manufacturing and R&D based on field failure data Collaborate with suppliers and OEMs to resolve quality or parts issues   Products Covered Refrigerators & Freezers Washing Machines & Dryers Air Conditioners TV screens Dishwashers Cooking Appliances Small Appliances