Job Description

*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.*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 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 locationJob 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.

*Lead a high-impact function with direct influence on Customer Experience*Work on cutting-edge automation technologies shaping Industry 4.0.
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 sites
International exposure in a similar service provider position
Exposure to different work cultures found in global manufacturing environments
*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
*Leadership Role
*Market Leading Compensation

Skills Required