Job Description

Leadership role at a National/Regional Level End to End responsibility of leading service sales and operations Formulate the After-sales Customer Service strategy and implement the same through objectives, policies and initiatives to improve Revenue/Profitability and at the same time improve Customer Satisfaction & Loyalty Formulate Spare Part Strategies for internal & external customers Setup a Customer-Centric approach in the organisation with the help of a Net Promoter Score Develop and optimise support and service processes, tools, and systems,andalso align with the internal team for regular Audits of systems as per standards and needs Negotiate, finalise, renew and monitor contracts and orders with customers to ensure smooth operations of automation equipment deployed at the customer end. Establish adequate systems and processes and monitor performance metrics to ensure a smooth handover from projects along with effectiveness and efficiency of after-sales operations both at the site and at the head office. Build & Manage customer relationships to capture feedback and improve customer satisfaction levels. Collaborate with cross-functional teams such as SCM, purchase, design, production, quality, product development, project team etc. to resolve issues and improve product/service quality and customer satisfaction. Create a mechanism for timely escalation of open issues and resolve escalations on priority to ensure high customer morale and satisfaction. Organise promotional and marketing campaigns for After Sales offerings for customers to create awareness around the organisation\'s products and services. Support the Sales team to provide competitive offers and packages that help reduce the overall cost of ownership of automation. Identify opportunities and implement initiatives for process improvements, cost optimization, revenue and profit growth in the after-sales division. Work closely with the global aftersales team to ensure proper support is provided to all clients post-project handover Develop, train and motivate the aftersales team to achieve business objectives and targets The Successful Applicant B.Tech in Mechanical/Electrical/Mechatronics/Electronics/Instrumentation & Control with 15-20 years of overall experience and hands on experience in Customer Service Management while managing large teams Aftersales/Customer Service Experience in Construction Equipment/Heavy Industries/Consumer Electronics among other related industries Significant travel to Customer Site and Availability to work outside office hours Ability to present a strong representation in front of end client to give a positive overall experience and get repeat business Young and dynamic Individual who can drive the right culture within the team Ability to partner well with the Sales Team with a common objective of growing the client base What\'s on Offer Leadership Opportunity Market Leading Compensation Growth

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