After Sales Manager
3 weeks ago
Hiring for USA based big Multinational Company (MNC)
We are looking for a results-driven and customer-focused After Sales Manager to lead our post-sales support operations. This role is responsible for ensuring customer satisfaction, managing service delivery, handling warranty and repair processes, and driving service revenue. The ideal candidate combines strong leadership with a solid understanding of after-sales processes and customer retention strategies.
- Oversee all after-sales activities including service, support, installation, repairs, returns, and warranties.
- Manage and lead a team of service technicians, customer support staff, and service coordinators.
- Monitor service KPIs (e.g. turnaround time, customer satisfaction, service cost efficiency).
- Ensure effective handling of customer complaints and escalations.
- Develop and implement strategies to improve after-sales service delivery and customer retention.
- Coordinate with the sales and technical teams to ensure customer requirements are met post-sale.
- Manage spare parts inventory and logistics for timely support.
- Prepare regular reports on service performance, costs, and customer feedback.
- Build long-term relationships with clients to ensure repeat business and referrals.
- Identify and implement opportunities to generate service revenue (e.g. AMC, extended warranties).
- Stay up-to-date with industry trends and recommend improvements to service processes.
- Proven experience in after-sales or customer service management
- Strong knowledge of post-sales service processes and technical support.
- Leadership experience managing teams across technical and customer-facing functions.
- Excellent communication, negotiation, and conflict resolution skills.
- Analytical mindset with a focus on customer satisfaction and operational efficiency.
- Familiarity with CRM systems, ERP tools, and service management software.
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