Purpose of the Role: The Head of After Sales is responsible for supervising and coordinating all aspects of a company's after-sales service and support operations. This encompasses maintaining high levels of customer satisfaction, devising, and executing service strategies, overseeing a team of after-sales experts, and fostering ongoing enhancements in after-sales processes and systems. This role is pivotal in upholding robust customer relationships, optimizing revenue generation from after-sales services in India and APAC, Europe, and the US region, and enhancing the company's overall performance. Education Qualification: B. Tech Mechanical/Electrical/Mechatronics /Electronics/I&C. Job Responsibilities: - Formulate the After-Sales strategy for organization 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 organization 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. Functional Skills: - Exposure in Product Lifecycle Management - Experience in service operations - Experience in Spare Part Management - Experience in handling Inventory Management - Marketing and Business Development - Exposure to Revenue Generation - Extensive exposure in Customer Relationship Management - Handled contract renewals. Behavioral Skills Required: - Excellent Communication Skills - Experience in handling large teams - Comfortable in managing relationships at all levels from CEO down to entry-level staff starting their careers - Ability to handle multiple stakeholders - 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. - Ability to handle complex problems and situations

Noida

Head/Vice President - Customer Service/After Sales - Auto 

Job Description for Head/Vice President - Customer Service/After Sales - Auto  in GI HR Holdings in  Noida for (25-30) years of experience. Apply Now!