Job Requirements
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Job Purpose
To drive service planning, strategy, governance, and performance by managing service operations planning, CRM, MIS, KPIs, warranty processes, and service network development to ensure operational excellence and customer satisfaction.
Key Responsibilities
-
Develop and execute the Customer Service roadmap aligned with business objectives.
-
Drive overall service planning, coordination, and continuous process improvement.
-
Monitor service KPIs, dashboards, MIS, and management reporting.
-
Ensure CRM governance, complaint lifecycle management, and data accuracy.
-
Manage warranty policies, claim processes, and warranty analytics.
-
Coordinate with the Call Centre to improve response time and customer experience.
-
Plan and support SSD (Sales & Service Distributor) network expansion.
-
Prepare and monitor the annual service budget and resource planning.
-
Coordinate with Sales, Product, SCM, Finance, and IT for service readiness and new product launches.
-
Develop and standardize service SOPs, policies, and operational processes.
Key KPIs
-
SLA & TAT Compliance
-
KPI Dashboard & MIS Accuracy
-
CRM Compliance
-
Warranty Cost & Claim Management
-
Customer Satisfaction (CSAT/NPS)
-
Service Budget Adherence
-
SSD Network Expansion
-
Process Compliance & Audit Score
Qualification
-
Diploma 3 years/ B.E./B.Tech (Electrical/Mechanical/Electronics) or MBA (Preferred)
Experience
-
8–12 years in Customer Service, Service Operations, or Service Planning.
-
Experience in Solar, BESS, Gensets, Electrical Equipment, or Renewable Energy preferred.
Work Experience
Service Planning & Strategy Manager
Department: Customer Service
Reporting To: Head / General Manager – Customer Service
Location: Noida
Job Purpose
To drive service planning, strategy, governance, and performance by managing service operations planning, CRM, MIS, KPIs, warranty processes, and service network development to ensure operational excellence and customer satisfaction.
Key Responsibilities
-
Develop and execute the Customer Service roadmap aligned with business objectives.
-
Drive overall service planning, coordination, and continuous process improvement.
-
Monitor service KPIs, dashboards, MIS, and management reporting.
-
Ensure CRM governance, complaint lifecycle management, and data accuracy.
-
Manage warranty policies, claim processes, and warranty analytics.
-
Coordinate with the Call Centre to improve response time and customer experience.
-
Plan and support SSD (Sales & Service Distributor) network expansion.
-
Prepare and monitor the annual service budget and resource planning.
-
Coordinate with Sales, Product, SCM, Finance, and IT for service readiness and new product launches.
-
Develop and standardize service SOPs, policies, and operational processes.
Key KPIs
-
SLA & TAT Compliance
-
KPI Dashboard & MIS Accuracy
-
CRM Compliance
-
Warranty Cost & Claim Management
-
Customer Satisfaction (CSAT/NPS)
-
Service Budget Adherence
-
SSD Network Expansion
-
Process Compliance & Audit Score
Qualification
-
Diploma 3 years/ B.E./B.Tech (Electrical/Mechanical/Electronics) or MBA (Preferred)
Experience
-
8–12 years in Customer Service, Service Operations, or Service Planning.
-
Experience in Solar, BESS, Gensets, Electrical Equipment, or Renewable Energy preferred.
