KSB Company
Website:
ksb.com
Job details:
- Major Responsibilities
- Develop and execute a PAN India service growth strategy for the Commercial Building Services (CBS) and Wastewater (WWW) segments.
- Drive the development, expansion, and capability enhancement of Authorized Service Centers (ASCs) across India to ensure effective service coverage and customer support.
- Achieve and exceed annual spare parts order intake, revenue, and profitability targets through strategic planning, channel development, and increased aftermarket penetration.
- Establish, monitor, and improve key service performance indicators (KPIs) including spare parts order intake, response time, First Time Fix Rate (FTFR), customer satisfaction, complaint resolution, and ASC performance.
- Develop and implement ASC business growth plans, performance scorecards, and service excellence programs to enhance operational effectiveness.
- Mentor, coach, and develop ASC engineers and service teams across India to improve technical competency, service quality, and customer satisfaction.
- Conduct customer awareness seminars, technical workshops, and maintenance programs to promote lifecycle service offerings, preventive maintenance practices, and spare parts business growth.
- Enhance customer satisfaction and retention through proactive service engagement, technical reviews, structured complaint management, and periodic service audits.
- Conduct customer satisfaction surveys and ensure implementation of corrective and preventive actions to continuously improve service quality.
- Ensure timely resolution of customer complaints through effective coordination with ASCs, Branch Offices, Warranty Teams, Product Support, and Plant functions.
- Prepare and maintain spare parts pricing strategies while ensuring compliance with management guidelines and profitability objectives.
- Drive spare parts profitability through improved parts penetration, optimized inventory management, and effective spare stocking strategies at ASCs and Central Warehouse (CWH).
- Provide technical guidance to ASC engineers for installation, commissioning, troubleshooting, root cause analysis (RCA), and corrective actions.
- Gather field product performance feedback and collaborate with Product Management, QA, Manufacturing, and Engineering teams to support continuous product improvement initiatives.
- Deliver product and service training programs for customers, ASCs, dealers, service partners, and KSB coordinators.
- Coordinate with Central Warehouse, Supply Chain, and other stakeholders to ensure timely availability and delivery of spare parts.
- Lead digital transformation initiatives, including AI-enabled analytics, service dashboards, predictive maintenance solutions, mobile service applications, and process automation to enhance business efficiency and customer experience.
- Utilize data analytics to identify spare consumption trends, service opportunities, and ASC performance improvement areas.
- Drive preventive maintenance, Annual Maintenance Contracts (AMC), retrofit, modernization, and other service-related business opportunities to expand aftermarket revenue streams.
- Minimize customer complaint resolution time through effective deployment of service resources, spare availability, and ASC support.
B. Work Performed
- Appoint new Authorized Service Centers (ASCs) as per defined business expansion targets and service coverage requirements.
- Develop and implement dedicated ASC policies for CBS and WWW segments.
- Prepare, maintain, and upload annual spare parts price lists for CBS and WWW segments.
- Conduct periodic ASC audits and develop action plans for capability enhancement and performance improvement.
- Monitor ASC spare parts inventory and establish optimum stocking levels to ensure prompt and reliable customer service support.
- Handle customer complaint escalations by coordinating with ASC Engineers, KSB coordinators, Warranty Teams, and other stakeholders. Visit customer sites, when required, to support root cause identification and resolution.
- Conduct product, application, and service training programs for ASC personnel, customers, dealers, and KSB teams.
- Lead digital transformation projects, including AI-driven analytics, service dashboards, predictive maintenance initiatives, mobile service applications, and business process automation.
- Analyze service and spare parts data to identify consumption trends, business opportunities, and improvement actions.
- Define, monitor, and review ASC performance scorecards covering service quality, response time, spare parts business, inventory management, audit compliance, and customer feedback.
- Develop competency-building, succession planning, and capability development programs for ASC engineers and service coordinators.
- Support the implementation of service excellence initiatives aimed at improving customer satisfaction, operational efficiency, and profitability.
C. Work Contacts
Internal
- Superiors and colleagues from Branch Offices (BOs), Zonal Offices (ZOs), and Service Teams.
- Departments including Product Management & Support, Quality Assurance (QA), Production, Engineering, Marketing Services, Warranty, Central Warehouse, Supply Chain, and Sales.
- New Pump Business teams for coordinated customer support and business development activities.
External
- Authorized Service Centers (ASCs).
- End Users and Key Customers.
- Suppliers, Contractors, and Service Partners.
- Consultants and Project Stakeholders, as applicable.
Cross-Functional Collaboration
- Collaborate closely with Product Management, Manufacturing, Supply Chain, Warranty, Central Warehouse, Sales, and Marketing teams to improve product reliability, service effectiveness, and customer experience.
- Support new product introduction activities through service readiness planning, technical documentation, and training programs.
D. Independence of Operation
- Independently manage ASC development, performance monitoring, and service capability enhancement programs across assigned territories.
- Independently coordinate with ASC Engineers, Warranty Teams, Product Support, and Branch Offices to ensure timely customer complaint resolution.
- Develop and implement appropriate ASC spare stocking strategies to support service responsiveness and customer satisfaction.
- Recommend and execute corrective actions based on ASC audits, customer feedback, and service performance analysis.
- Drive service improvement and digital transformation initiatives within the framework of organizational policies and guidelines.
E. Physical Effort
- Significant field-oriented role involving regular customer, ASC, and site visits across India.
- Collection and analysis of installation base data and identification of service coverage gaps ("white spots") in collaboration with BO and ZO teams for ASC appointments.
- Extensive interaction with customers, ASCs, and internal stakeholders to resolve technical and service-related issues.
- Occasional working beyond normal business hours to meet customer commitments, project requirements, and business objectives.
- Frequent business travel involving regular movement outside office premises.
F. Work Conditions
- Combination of desk-based and field-based responsibilities.
- Extensive travel across India for ASC development, customer visits, audits, training programs, and service reviews.
- Dynamic work environment requiring interaction with customers, service partners, manufacturing locations, and cross-functional teams.
Requirement Profile
Formal Education
Bachelor of Engineering (B.E.) in Mechanical Engineering or Electrical Engineering.
Professional Experience
10-12 years of experience in ASC Development, Service Operations, Aftermarket Business, or Customer Support functions within a reputed manufacturing organization.
Exposure to pumps, HVAC systems, hydropneumatics systems, wastewater solutions, motors, VFDs, fire protection systems, and related electromechanical products is preferred.
Experience in channel partner management, service business growth, customer relationship management, spare parts business, and aftermarket operations is essential.
Defined Competencies
Good knowledge of industrial safety standards, electrical safety requirements, and field service best practices.
Technical Competencies
- Hydraulic system fundamentals and pump application engineering.
- Pump installation, commissioning, troubleshooting, and performance analysis.
- Knowledge of HVAC, hydropneumatics systems, wastewater solutions, motors, VFDs, and fire protection systems.
- Root Cause Analysis (RCA) and failure analysis methodologies.
- Industrial, mechanical, and electrical safety standards.
- Service diagnostics, condition monitoring, and predictive maintenance concepts.
- Digital tools, service analytics, and AI-enabled service applications.
Functional Competencies
- Service Business Management.
- Aftermarket Revenue Growth.
- ASC and Channel Partner Development.
- ASC & Customer Relationship Management.
- Spare Parts and Inventory Management.
- Service Operations and Complaint Resolution.
- Data Analytics and Digital Transformation.
- Performance Monitoring.
- Training and Capability Development.
Behavioural Competencies
- Leadership and Team Development.
- Strategic Thinking.
- Customer Centricity.
- Decision Making.
- Problem Solving and Analytical Skills.
- Stakeholder Management.
- Communication and Presentation Skills.
- Collaboration and Influencing Skills.
- Result Orientation.
- Continuous Improvement Mindset.
Key Performance Indicators (KPIs)
- ASC Development Target Achievement (%)
- Spare Parts Order Intake Growth (%)
- Spare Parts Revenue Achievement (%)
- Aftermarket Business Growth (%)
- Customer Complaint Resolution Time
- Customer Satisfaction Score
- ASC Audit Compliance Score
- Training Effectiveness and Coverage
Spare Availability at ASC
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