After Sales Service Manager
1 Nos.
136931
Full Time
2.0 Year(s) To 5.0 Year(s)
6.00 LPA TO 6.00 LPA
Site Engg/Service/Project Mgt/After sales
Industrial Products/Equipment/Machinery/Projects & Engg
Any - Any Graduation
Job Description:
Core Responsibilities
- Customer Relationship Management: Building and maintaining strong relationships with clients to ensure long-term retention and advocacy. Especially with the Maintenance Department Heads
- Service Operations Management: Overseeing daily after-sales activities, including installation, repairs, and both online technical support and on-site technical support.
- Complaint & Dispute Resolution: Acting as the primary escalation point for dissatisfied customers, handling warranty cases and product quality issues.
- Team Leadership: Managing Service engineers, hiring, training & travel schedule.
- Financial Control: Managing operational costs, optimise travel and accommodation expenses of Service engineers.
- Growth: Identifying upsell and cross-sell opportunities, such as extended warranties, service contracts, or accessories.
- Performance Monitoring: Tracking key performance indicators (KPIs) like Customer Satisfaction Score (CSAT), and first-time fix rates.
KPI
|
Metric |
Description |
|
CSAT |
Measures overall customer satisfaction and loyalty. |
|
First-Time Fix Rate |
Percentage of issues resolved during the first service visit. |
|
Retention Rate |
Percentage of customers who continue to use the company's services. |
|
Warranty Claim Rate |
Frequency and resolution speed of warranty-related issues. |
Key Skills :
Company Profile
It is an emerging global leader in the sheet metal machinery sector by providing quality power press ---. With more than 40 years of singularly focused business, we can proudly say that we have the expertise and experience to meet our bold vision of industry leadership by 2031.
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