After Sales Service and Support Head

4 weeks ago

mumbai, India Antal International Full time
Job Description

Job Title: After Sales Service and Support Head - Plastic Injection Moulding

Experience: 10 + Years

Company Overview:

One of the leading manufacturers of state-of-the-art plastic injection moulding machines, serving industries worldwide. With a commitment to innovation, quality, and customer satisfaction, we deliver cutting-edge solutions that empower our clients to excel in their respective markets. As part of our dedication to customer service excellence, we are seeking a highly skilled After Sales Service and Support Head to join our team.

Position Overview:

As an After Sales Service and Support Head , he will play a crucial role in ensuring the satisfaction and success of our customers by providing exceptional technical support and service for our plastic injection moulding machines. You will be responsible for troubleshooting, diagnosing, and resolving technical issues, conducting preventive maintenance, and delivering training sessions to customers' personnel. This role requires a combination of technical expertise, customer-centric mindset, and excellent communication skills.

Key Responsibilities:

1. Technical Support : Provide timely and effective technical support to customers via phone, email, or on-site visits. Troubleshoot and diagnose issues related to plastic injection moulding machines, including mechanical, electrical, and software components.

2. Service and Maintenance : Conduct routine maintenance tasks, inspections, and repairs on plastic injection moulding machines to ensure optimal performance and reliability. Perform installation and commissioning of new machines at customer sites.

3. Customer Training : Deliver comprehensive training sessions to customers' operators and maintenance personnel on machine operation, maintenance procedures, safety protocols, and troubleshooting techniques.

4. Documentation and Reporting : Maintain accurate records of service activities, including service reports, spare parts usage, and customer communication. Provide detailed technical reports and recommendations to the engineering team for continuous improvement.

5. Continuous Improvement : Collaborate with the engineering and product development teams to identify recurring issues, quality improvements, and product enhancements based on customer feedback and service experiences.

6. Customer Relationship Management : Build and maintain strong relationships with customers by demonstrating professionalism, reliability, and a commitment to exceeding their expectations. Act as a trusted advisor, providing expert guidance and support to address customers' needs effectively.

7. Travel: Travel to customer sites as needed for service calls, installations, training sessions, and other business-related activities. Flexibility to work outside regular business hours and weekends occasionally.

Qualifications:

- Bachelor's degree or related field.

- Proven experience in servicing and supporting plastic injection moulding machines or similar industrial equipment.

- Strong technical aptitude with the ability to troubleshoot and diagnose mechanical, electrical, and software issues.

- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

- Customer-focused mindset with a dedication to delivering exceptional service and support.

- Ability to work independently with minimal supervision and collaborate effectively within a team.

- Willingness to travel domestically and internationally as required.

- Experience with CRM software and technical documentation is a plus.

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