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