Head - Customer Support Service

• Job Title: Customer Support Service Head( After Sales)
• Location: Hyderabad (Hybrid Role)
• Experience: 12-15 years
• Reporting : Vice President Operations
• Employment Type: Full-time / Consultant
• About the Company:

The group designs AI-powered, indigenous multilayered Counter-drone systems. It provides comprehensive 360-degree protection against drone threats, covering up to 4,000 square kilometers. The drones are designed to detect, identify, and neutralize drones, offering a robust defense solution for military, infrastructure, and urban areas.

About the Role:

The group is looking for a dynamic Customer Service Head with 12-15 years of progressive after-sales leadership experience to drive customer support excellence, ensure over 90% satisfaction and retention, and build strong OEM-customer relationships, including frequent client site visits (approx. 40%).

The role involves developing impactful service strategies, standardizing SoPs and feedback processes, leading and mentoring the customer support team, delivering customer training for deployments, and collaborating closely with Sales, Technical, QA, and Deployment teams.

Experience in CRM systems, service contract negotiations, and prior engagement with armed forces or paramilitary forces is mandatory, along with strong leadership, communication, and cross-functional collaboration skills.

Key Responsibilities:

• Lead the customer support function, demonstrating 12-15 years of progressive after-sales experience.
• Develop and maintain robust OEM-customer relationships, which will involve frequent travel to client sites (approximately 40%).
• Implement impactful service strategies focused on customer retention and continuous improvement.
• Formulate and standardize Standard Operating Procedures (SoPs), feedback processes, and service records.
• Deliver comprehensive customer training for new deployments and installations.
• Lead, mentor, and manage the customer support team, optimizing resource allocation.
• Collaborate effectively with Sales, Technical, Quality Assurance, and Deployment teams to ensure a seamless customer experience.
• Negotiate service contracts and leverage CRM systems for efficient tracking and follow-ups.
• Maintain integrity, sensitivity, and discretion while working with defense and paramilitary customers.

Required Skills & Qualifications:

• 12-15 years of progressive experience in customer support or after-sales leadership.
• Proven ability to achieve over 90% customer satisfaction and drive retention.
• Strong exposure to CRM systems and service contract negotiations.
• Prior experience working with armed forces or paramilitary forces is mandatory.
• Excellent leadership, communication, and cross-functional collaboration skills.