Overview
Head of Customer Care Jobs in Pune District, Maharashtra, India at LinkCxO (The CxO’s Marketplace)
Title: Head of Customer Care
Company: LinkCxO (The CxO’s Marketplace)
Location: Pune District, Maharashtra, India
Head – Customer Care (Industrial Power Solutions)
About the Role
Leading customer care for a large industrial gensets/power solutions business, spanning India and international service operations. This role owns the vision, operating model, and governance for delivering world-class customer experience — leading a 90+ member team through Zonal Customer Care Heads, and acting as the senior escalation owner for critical, safety, and key-account issues.
What You’ll Own
- Customer care strategy, SOPs, and governance across zones — with structured KPI reviews and dashboards
- End-to-end escalation management — breakdown calls, complaints, and high-impact/key-account issues, coordinating with Service, Parts, Warranty, and Field teams
- SLA ownership for response, diagnosis, and resolution turnaround time
- Voice of Customer programs — CSAT/NPS, complaint trend analysis, and root-cause driven improvements
- CRM and process digitization, ensuring data quality and case management discipline
- Field operations governance — breakdown response, first-time fix rate, technician productivity
- Capability building — training and certification for internal teams and channel/distributor partners
- AMC/CMC strategy — contract design, pricing, renewals, and conversion of non-contract customers
- Spares growth — availability, pricing, and fulfilment in partnership with Supply Chain
- Service-led business development — partnering with Sales on uptime/lifecycle-cost value propositions and new revenue opportunities
- International service governance — distributor enablement, global SLA alignment, and escalation handling
What We’re Looking For
- 15+ years in customer care/service delivery within industrial equipment or OEM after-sales (gensets, automotive, telecom power, or similar)
- At least 5 years in a Function Head or equivalent leadership role, managing large multi-location teams through layers of leaders
- Strong experience with channel/distributor management and pan-India operations; international exposure strongly preferred
- Solid grounding in service processes, warranty/claims, parts coordination, and CRM-based case management
- Bachelor’s in Engineering (Mechanical/Electrical preferred); MBA/PGDM is a plus
