Service Executive – After Sales & Escalations

About Köche

Köche is a premium home and kitchen appliance brand committed to redefining modern Indian kitchens through innovation, precision, and thoughtful design. We develop high-performance appliances that combine cutting-edge technology with everyday functionality, delivering exceptional experiences for our customers.

Location: Bengaluru

Experience: 3+ Years

Salary: ₹4–6 LPA

About the Role

We're looking for a Service Manager to lead our PAN India after-sales service operations. You'll be responsible for ensuring smooth installations, timely complaint resolution, efficient warranty handling, and managing service partners across the country.

This role requires someone who can build processes, improve customer satisfaction, and drive operational excellence while working closely with internal teams and Authorized Service Centers (ASCs).

Key Responsibilities

• Manage PAN India after-sales service operations.
• Oversee Authorized Service Centers (ASCs) and internal service teams.
• Ensure timely installation and complaint resolution within defined TAT.
• Handle customer escalations, warranty claims, and product replacements.
• Coordinate with warehouse and logistics teams for spare parts and reverse logistics.
• Monitor service performance through MIS and reporting dashboards.
• Drive continuous improvement in service quality and customer satisfaction.
• Collaborate with product and quality teams to identify recurring issues and implement corrective actions.

What We're Looking For

• 3+ years of experience in after-sales service, preferably in consumer durables or home appliances.
• Experience managing multi-region or PAN India service operations.
• Strong knowledge of service escalations, installations, warranty claims, and TAT management.
• Excellent coordination and problem-solving skills.
• Experience working with Authorized Service Centers (ASCs) is preferred.
• Proficiency in Excel and service reporting tools.
• Fluency in English and Hindi is mandatory.