Service Quality Lead

This role in summary

The Service Quality Lead will be responsible for driving end-to-end service quality, customer experience, technical capability, and product/service performance for the Air Conditioner and Microwave categories. The role will identify quality gaps and convert customer, field and data insights into effective corrective and preventive actions. It will drive sustainable improvement in key service KPIs, including repeat rate, First Time Fix, NPS and complaint resolution. The role will also lead P4G and Total Cost of Quality (TCQ) initiatives focused on reducing Cost of Poor Quality, warranty costs, repeat repairs and service inefficiencies. Partnering with cross-functional teams, the role will identify, quantify and deliver impactful cost-saving opportunities without compromising customer experience or service quality.

Responsibilities:

• Ensure service readiness for new product launches, including SOPs, technical training, tools, spares, troubleshooting and field support.
• Analyse customer VOC, field data, product failures and service trends to identify quality gaps, recurring issues and improvement opportunities.
• Lead RCA, CAPA and corrective actions for critical and recurring product/service quality issues in collaboration with Engineering, Plant Quality, Manufacturing, Marketing and Service Operations.
• Drive Field Fix implementation for identified product and technical issues, ensuring effective execution, compliance and closure across the service network
• Drive P4G and TCQ initiatives to reduce Cost of Poor Quality, warranty costs, repeat repairs, material consumption, avoidable visits and other service-related costs.
• Establish effective control over customer machine replacements and Under-Warranty (UW) costs, ensuring appropriate validation, approvals and cost governance.
• Manage coordination with FPS vendors for technical interventions, product quality issues, field actions and resolution of critical cases.
• Drive technical capability development of Service Engineers, Master Engineers and Service Partners through targeted training, certification and technical interventions.
• Own LMS platform management for the categories, ensuring training content, curriculum, certification, completion and capability tracking are effectively managed.
• Drive SBOM readiness and MSL review for new and existing products, ensuring adequate parts availability based on failure trends, installed base and service requirements.
• Monitor and improve Service Partner quality performance through audits, scorecards, governance reviews and structured improvement plans.
• Establish early-warning mechanisms and quality dashboards to proactively identify product, process and service quality risks.
• Benchmark best practices and lead continuous improvement and quality transformation projects across the service network.

Minimum requirements

Education: Bachelor's degree in Engineering, preferably Mechanical, Electrical, Electronics, Production or a related discipline.

Preferred skills and experiences

8+ years in Consumer Durables, HVAC, Refrigeration or related industries, with strong service and field operations exposure.

Strong expertise in spare parts planning, SBOM readiness, MSL optimisation and parts availability.

Proven experience in Service Partner quality, technical capability and FPS/vendor coordination.

Strong cross-functional leadership across Engineering, Quality, Manufacturing, Supply Chain, Marketing and Service.