Service Head
Role Purpose
We are looking for a highly driven and strategic Service Head who can build and lead Toreto's after-sales service ecosystem. The ideal candidate should not only manage day-to-day service operations but also create scalable processes, strengthen third-party service networks, analyze market best practices, and drive continuous improvement through data and insights.
Key Responsibilities
- Build and scale Toreto's end-to-end after-sales service function across Online, GT, and Corporate channels.
- Develop and manage a high-performing network of third-party service partners and Authorized Service Centers (ASCs).
- Define SLAs, SOPs, escalation matrices, and service quality benchmarks for all partners.
- Conduct regular audits and performance reviews of service partners to ensure service excellence.
- Perform in-depth competitor benchmarking to understand how leading brands manage warranties, repairs, replacements, customer support, and service networks.
- Study industry best practices and recommend innovative service models to enhance the customer experience.
- Analyze warranty claims, product failures, returns, and customer complaints to identify root causes and drive corrective actions.
- Work closely with Product, Sales, Procurement, and Operations teams to reduce repeat issues and improve product quality.
- Design dashboards and MIS reports for management with actionable recommendations and measurable KPIs.
- Identify opportunities for cost optimization while maintaining high service standards.
- Build a scalable service strategy aligned with the company's growth plans.
Ideal Candidate
- 8+ years of experience in Consumer Electronics, Mobile Accessories, or a similar industry.
- Proven experience in setting up and managing third-party service networks.
- Strong understanding of warranty management, repair operations, reverse logistics, and service partner management.
- Experience in competitor benchmarking and translating market insights into business improvements.
- Strong analytical mindset with excellent Excel/MIS reporting skills.
- Ability to build processes from scratch and drive execution independently.
- Strategic thinker with a hands-on approach in a fast-growing organization.
What We Expect
- Tell us how our competitors are delivering better service.
- Identify gaps in our current service model and provide practical solutions.
- Build a service network that is scalable, efficient, and customer-centric.
- Use data to reduce complaints, improve TAT, and enhance customer satisfaction.
- Act as a business partner to management, not just a service operations manager.
Pay: ₹40,000.00 - ₹80,000.00 per month
Benefits:
Work Location: In person
