Aftersales Manager

About Fracktal Works

Fracktal Works is a leader in advanced 3D printing solutions, providing innovative additive manufacturing systems and services to transform industries. We are committed to delivering not just products, but complete solutions that empower our customers to succeed.

Role Summary

We are seeking an experienced and customer-focused After Sales Manager to lead our after-sales operations. The role involves managing service delivery, ensuring customer satisfaction, handling technical support, spare parts management, and building long-term relationships with clients.

Key Responsibilities

·      Lead and manage the after-sales service team to ensure timely and effective customer support.

·      Develop and implement strategies for improving customer satisfaction and retention.

·      Monitor service operations, warranty claims, and maintenance contracts.

·      Coordinate installation, training, and technical support for customers.

·      Build and maintain strong relationships with clients, addressing escalations and feedback.

·      Ensure availability and efficient management of spare parts and consumables.

·      Track and analyze service performance metrics, preparing regular reports for management.

·      Collaborate with sales, R&D, and production teams to provide customer insights for product improvement.

·      Implement best practices and service processes to enhance efficiency and customer experience.

·      Manage documentation, compliance, and adherence to service SLAs.

Qualifications & Skills

·      Bachelor’s degree in Engineering, Business Administration, or related field.

·      5+ years of experience in after-sales/service management, preferably in manufacturing, engineering, or technology industries.

·      Strong leadership and team management skills.

·      Excellent communication, problem-solving, and customer handling skills.

·      Knowledge of CRM and service management tools.

·      Ability to analyze data and drive process improvements.

·      Technical background in 3D printing, additive manufacturing, or machinery will be an added advantage.