Head After Sales Service & Customer Support Operations

Role & responsibilities

• Design and execute service delivery models focused on service excellence, uptime commitment, and customer retention.
• Regularly review service KPIs and team productivity; implement tools for real-time tracking (e.g., Kapture or equivalent CRM platforms).
• Develop and monitor customer satisfaction programs for retention, including periodic surveys, NPS tracking, and feedback analysis to drive service improvements.
• Ensure timely resolution of breakdown calls, preventive maintenance schedules, warranty services & TAT reduction.
• Build capability within the team through regular technical training, soft skills development, and product updates.
• Strategically oversee spares forecasting, inventory management, and warranty replacements in collaboration with logistics and supply chain teams.
• Strengthen AMC/CMC penetration by guiding teams in value-based selling and understanding procurement processes in government, PSU, defense, and corporate hospitals.
• Maintain strong relationships with key decision-makers like Microbiologists, Biomedical Engineers,
• Procurement Officers, and Heads of Departments.
• Collaborate closely with the Sales and Application teams to support new product launches, VOC gathering, and competitive benchmarking.
• Lead and manage the national service team to deliver targeted AMC/CMC revenue, profitability, and service coverage.
• Represent the service function in leadership reviews, budgeting, and strategic planning initiatives.
• Uphold regulatory compliance, safety norms, and ethical service practices across all customer interactions

KEY METRICS TO OWN

• AMC/CMC revenue achievement
• Customer Satisfaction Score (CSAT / NPS)
• First-Time Fix Rate (FTFR)
• Average Downtime per System
• Technician Utilization Rate
• VOC closure and improvement actions

Preferred candidate profile

• Skills: Strategic thinking, team leadership, problem-solving, government client handling experience, CRM fluency, excellent communication.
• Process oriented mindset with foresightedness
• Experience of team Leadership / Multi location team with regular reviewal mechanism and periodic MIS.