General Manager Sales and Service

Job Description

Job Title: General Manager – Sales, Service & Customer Care Location: [Kochi , Kerala] Job Overview: We are seeking an experienced and performance-driven General Manager to lead our Sales , Service , and Customer Care divisions in the industrial machinery and dairy equipment manufacturing sector. This senior leadership role requires a strategic thinker with hands-on expertise in technical sales , after-sales service , and customer relationship management . The ideal candidate will bring over 15 years of relevant experience , including a strong leadership record in B2B environments . Key Responsibilities: · Develop and execute growth strategies aligned with business goals, with a focus on industrial machinery and dairy equipment markets. · Lead national and regional sales teams to meet or exceed revenue and profitability targets . · Oversee all customer service and after-sales operations, ensuring timely resolution of issues and a consistently high customer satisfaction rate . · Foster a customer-centric culture across the organization and embed service excellence practices. · Monitor and analyze industry trends , competitor performance, and customer feedback to drive innovation and market competitiveness . · Work cross-functionally with R&D, production, and marketing teams to optimize go-to-market and service delivery models. · Manage budgets, forecasts, and full P&L responsibilities for Sales, Service, and Customer Care departments. · Recruit, mentor, and lead high-performing cross-functional teams committed to delivering business and service excellence. · Represent the company at trade shows, industry events , and key client meetings , enhancing brand visibility and forging strategic partnerships. Education: · Bachelor's degree in Business, Mechanical Engineering , or related field. · MBA or equivalent postgraduate qualification preferred. Experience: · Minimum 15 years of experience in sales/service roles. · At least 8 years in a senior leadership position , preferably in industrial machinery , capital goods , or equipment manufacturing sectors. Key Skills: · Demonstrated ability to lead large, distributed teams across sales and service functions. · Deep understanding of after-sales systems , warranty processes , and maintenance contract management . · Proficiency in CRM systems , data analysis, and Excel-based forecasting models . · Exceptional communication , stakeholder engagement , and strategic planning abilities. · Strong business acumen with a focus on customer loyalty and profitability . Performance Metrics (KPIs): · Revenue & margin growth in target segments · Customer satisfaction (CSAT, NPS) · Service response time and resolution efficiency · Client retention and repeat business rates · Operational budget adherence and P&L performance Job Type: Full-time Pay: Up to ₹97,100.00 per month Schedule: Day shift Work Location: In person