- *Lead a high-impact function with direct influence on Customer Experience
- *Work on cutting-edge automation technologies shaping Industry 4.0.
About Our Client
- Our client is a part of a Multi-Billion Large Indian Conglomerate with presence in multiple countries across the globe and dedicated R&D and Manufacturing Centres across India
- The purpose of the Head of After Sales role is to oversee and manage all aspects of the after-sales service and support operations of a company. *This includes ensuring high levels of customer satisfaction, developing and implementing service strategies, managing a team of after-sales professionals, and driving continuous improvement in after-sales processes and systems.
- The Head of After Sales plays a key role in maintaining strong customer relationships, maximising revenue opportunities from after-sales services in India and APAC, Europe, and the US region, and contributing to the overall success of the company.
- The person must focus on creating strategies to maximise revenue, efficiency & profitability in line with current target & projected
business growth while providing focused leadership ensuring that customers receive best-in-class service irrespective of geographical location
Job Responsibilities
- Formulate the after-sales strategy and implement the same through objectives (targets), policies, and initiatives to
increase revenue & profitability while maximizing customer satisfaction and loyalty.
- Formulate spare part strategies for internal and external customers.
- Institutionalise a customer-centric approach in the organization with the help of the Net Promoter Score.
- Develop the global teams to optimize support, service processes, tools, and systems, while aligning with the internal quality team
for regular audits as per standards and needs.
- Drive the culture needed to follow all ISO certification requirements.
- Oversee the work of negotiating all sales contracts and customer orders to ensure smooth operations of the automation equipment
deployed at their sites.
- Establish adequate systems and processes with performance monitoring metrics to ensure a smooth handover from the projects
department along with effectiveness and efficiency of aftersales operations for the customers and their sites.
- Build & manage all teams to support customer relationships for capturing feedback and improving customer satisfaction levels.
- Collaborate at all levels with cross-functional teams such as supply chain, purchasing, design, production, quality, product
development, project team etc. to resolve issues and improve product/service quality and customer satisfaction.
- Create the culture and mechanisms for timely escalation of open issues and resolve escalations on a priority basis to ensure high
customer morale and satisfaction.
- Work with the marketing dept to organize promotional and marketing campaigns for After Sales offerings to create customer
awareness around 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 aftersales
division.
- Work closely with all global aftersales teams to ensure proper support is provided to all customers post-project handover.
- Develop, train, and motivate the aftersales team leaders to achieve business objectives and targets within an inclusive and beneficial
working environment for all staff.
- Lead a team of approx. 150 people and guide them to provide world-class services to the existing customers.
The Successful Applicant
Technical/Managerial Skills Required
- Product Lifecycle Management
- Performance Management, Problem Solving & Analytical Skills.
- Troubleshooting & Problem Solving.
- Working knowledge of electrical, mechanical, and software parts within an Electro-Mechanical Product
- Experience in service operations
- Spare Part Management
- Inventory Management
- Marketing and Business Development
- Revenue Generation
- Customer Relationship Management
- Knowledge of contract renewalsBehavioural Skills Required
- Communication Skills, Team Management, and Stakeholder Management.
- Customer Centricity, Conflict Resolution & Negotiation Skills.
- Comfortable in managing relationships at all levels from CEO down to entry-level staff starting their careers.
- Ability to create a Can-Do mentality in the team while working in demanding and stressful situations as an OEM supplier.
- Ability to create the best After-sales service strategies for Customers to gain repeat orders.Educational Qualification
- B.Tech Mechanical/Electrical/Mechatronics /Electronics/I&C.Additional Requirements
Significant travel to customer sitesInternational exposure in a similar service provider positionExposure to different work cultures found in global manufacturing environments
What's On Offer
- Leadership Role
- Market Leading Compensation
Contact: Robin George
Quote job ref: JN-112025-6886273
