Manager Post Sales

After Sales Manager

Delhi/Ahmedabad

Adani Group is seeking a proactive and strategic Lead - After Sales Manager to oversee and optimize our after-sales service operations. This role is pivotal in ensuring customer satisfaction, driving revenue growth, and enhancing operational efficiency through effective after-sales support strategies.

Experience

• Minimum of 12 years of progressive experience in after-sales management within the Top 10 Information technology or engineering services companies
• Proven track record of successfully leading after-sales service teams and implementing impactful service strategies.

Roles and Responsibilities

Strategic Leadership:

• Develop and execute comprehensive after-sales service strategies aligned with organizational goals to maximize customer retention and profitability.
• Identify market trends and customer insights to continuously improve service offerings and operational effectiveness.

Team Managemen

• As an After Sales lead, providing guidance, mentoring, and performance management to foster a high-performance culture.
• Optimize resource allocation and workload distribution to ensure efficient service delivery and adherence to service level agreements.

Customer Relationship Management:

• Act as the primary liaison for key customers, addressing inquiries, resolving escalations, and ensuring timely resolution of service issues.
• Collaborate closely with sales and technical teams to develop and negotiate service contracts, ensuring alignment with customer needs and business objectives.

Process Optimization:

• Evaluate existing after-sales processes and workflows, implementing improvements to streamline operations and enhance service efficiency.
• Implement rigorous quality control measures and compliance standards to meet regulatory requirements and exceed customer expectations.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) related to after-sales service delivery, customer satisfaction, and financial performance.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities for improvement.

Education Qualification

Bachelor’s degree in engineering, Business Administration, or a related field along with an advanced degree (e.g., MBA)

Certifications Required

Certification in Service Management, Project Management, or related fields is advantageous.

Behavioral Skills

• Strong leadership and people management skills, with the ability to inspire and empower teams to achieve excellence.
• Excellent communication, negotiation, and interpersonal skills, with a customer-centric approach to problem-solving.
• Strategic thinker with analytical capabilities to drive data-driven decisions and continuous improvement initiatives.

Technical Skills

Proficiency in after-sales service management, including CRM systems, service contract negotiations, and technical support processes.

Non-Negotiable Skills

• Demonstrated ability to lead and develop high-performing teams, drive operational excellence, and deliver superior customer service outcomes.
• Proven track record of successfully managing customer relationships and exceeding service delivery expectations.

If you are passionate about delivering exceptional service in the Defence & Aerospace industry and are ready to make a significant impact in a dynamic and