Service Head - BMS (Building Management System)

We are seeking a dedicated and customer-focused professional to join our team as the Head of Automation After-Sales. This role will be responsible for managing the after-sales service and support for our automation solutions, ensuring ongoing customer satisfaction and maximizing the value delivered to our clients.

Key Responsibilities:

1) Customer Relationship Management: Build and maintain strong relationships with customers post-sale, serving as their primary point of contact for service inquiries, support requests, and escalations.

2) Planning, Data collection and Site survey: Oversee the resolution of technical issues and customer concerns related to automation solutions, coordinating with internal teams and external partners to ensure timely and e ective resolution.

3) Service Enhancement: Identify opportunities to enhance the after-sales service experience, such as implementing proactive maintenance programs, developing self-service resources, and providing training to customers.

4) Customer Feedback: Gather feedback from customers regarding their experience with automation solutions and after-sales support, leveraging insights to drive continuous improvement initiatives.

5) Cross-Functional Collaboration: Collaborate closely with sales, product development, and operations teams to ensure alignment on customer needs and expectations and facilitate seamless transitions from sales to after-sales support.

6) Performance Tracking: Monitor and analyse key performance metrics related to after-sales service, such as response times, resolution rates, and customer satisfaction scores, and implement strategies to drive improvement.