About the Role:

We are looking for an experienced and dynamic Project Head to oversee the operations and performance of multiple Samsung Authorized Service Centres (ASCs) across assigned territories. The ideal candidate will have a strong background in after-sales service management, team leadership, and customer satisfaction enhancement within the consumer electronics or mobile industry.

Key Responsibilities:

Operations Management:

Oversee end-to-end service operations across multiple Samsung Authorized Service Centres (Mobile, Consumer Electronics, and Home Appliances divisions).

Performance Monitoring:

Ensure each ASC meets Samsung’s KPIs including TAT (Turnaround Time), FTR (First Time Resolution), CSAT (Customer Satisfaction), and financial targets.

Team Leadership:

Lead, train, and motivate Service Centre Managers and technical teams to maintain service excellence and compliance with Samsung standards.

Process Compliance:

Implement and monitor Samsung service policies, warranty procedures, inventory controls, and audit requirements.

Business Development:

Identify areas for process improvement, cost optimization, and customer experience enhancement to drive profitability.

Coordination with Samsung:

Act as the primary liaison between the Samsung regional office and ASCs for operational updates, escalations, and reporting.

Reporting & Analysis:

Prepare monthly performance reports, analyse trends, and implement corrective actions where necessary.

Customer Focus:

Ensure prompt and quality resolution of customer issues, maintaining the highest level of satisfaction and brand loyalty.

Key Requirements:

Education: Graduate in Engineering / Electronics / Business Management preferred.

Experience: Minimum 8 years of service operations experience, with at least 3–5 years managing multiple Samsung ASCs.

Technical Knowledge: Strong understanding of Samsung service processes, CRM systems, spare management, and field service operations.

Skills:

Leadership & team management

Analytical & problem-solving ability

Excellent communication and coordination skills

Proficiency in MS Excel, PowerPoint, and reporting tools

Other Requirements:

Willingness to travel across Gujarat and nearby regions as required.

Strong orientation towards process excellence and customer satisfaction.