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Job Title: Lead - After Sales ManagerLocation: Delhi/AhmedabadAdani Group is seeking a proactive and strategic Lead - After Sales Manager to oversee and optimize our after-sales service operations. This role is pivotal in ensuring customer satisfaction, driving revenue growth, and enhancing operational efficiency through effective after-sales support strategies.Experience- Minimum of 12 years of progressive experience in after-sales management within the Top 10 Information technology or engineering services companies - Proven track record of successfully leading after-sales service teams and implementing impactful service strategies.Roles and ResponsibilitiesStrategic Leadership:- Develop and execute comprehensive after-sales service strategies aligned with organizational goals to maximize customer retention and profitability. - Identify market trends and customer insights to continuously improve service offerings and operational effectiveness.Team Management:- As an After Sales lead, providing guidance, mentoring, and performance management to foster a high-performance culture. - Optimize resource allocation and workload distribution to ensure efficient service delivery and adherence to service level agreements.Customer Relationship Management:- Act as the primary liaison for key customers, addressing inquiries, resolving escalations, and ensuring timely resolution of service issues. - Collaborate closely with sales and technical teams to develop and negotiate service contracts, ensuring alignment with customer needs and business objectives.Process Optimization:- Evaluate existing after-sales processes and workflows, implementing improvements to streamline operations and enhance service efficiency. - Implement rigorous quality control measures and compliance standards to meet regulatory requirements and exceed customer expectations.Performance Monitoring and Reporting:- Monitor key performance indicators (KPIs) related to after-sales service delivery, customer satisfaction, and financial performance. - Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities for improvement.Education QualificationBachelor’s degree in engineering, Business Administration, or a related field along with an advanced degree (e.g., MBA)Certifications RequiredCertification in Service Management, Project Management, or related fields is advantageous.Behavioral Skills- Strong leadership and people management skills, with the ability to inspire and empower teams to achieve excellence. - Excellent communication, negotiation, and interpersonal skills, with a customer-centric approach to problem-solving. - Strategic thinker with analytical capabilities to drive data-driven decisions and continuous improvement initiatives.Technical SkillsProficiency in after-sales service management, including CRM systems, service contract negotiations, and technical support processes.Non-Negotiable Skills- Demonstrated ability to lead and develop high-performing teams, drive operational excellence, and deliver superior customer service outcomes. - Proven track record of successfully managing customer relationships and exceeding service delivery expectations.If you are passionate about delivering exceptional service in the Defence & Aerospace industry and are ready to make a significant impact.Aditya.sharma4@adani.comAditya sharma - 8769687808Joy Saha - 9898791075
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