Vice President- Head Aftersales Service-APAC-Construction Equipment/Automotive/Automation

1 month ago

delhi, India Michael Page Full time
Oversee all aspects of the after-sales service & support company operations Ensure high levels of customer satisfaction, develop service strategies

About Our Client

Our client is a leading organisation with multiple manufacturing locations in India and dedicated R&D Innovation Centres and have their head office in Delhi-NCR with satellite offices across multiple regions across the globe

Job Description

Overview of Key Responsibilities

Oversee all aspects of the after-sales service and support operations of a company Ensure high levels of Customer Satisfaction, Develop and Implement Service Strategies Manage a team of after-sales professionals, and drive continuous improvement in after-sales processes and systems Formulate spare part strategies for internal and external customers Develop the global teams to optimise support, service processes, tools, and systems, while aligning with the internal quality team for regular audits as per standards and needs. Maintain strong customer relationships, Maximise revenue opportunities from after-sales services in India, APAC, Europe & US Create strategies to maximise revenue, efficiency & profitability in line with current target & projected
business growth while providing focused leadership ensuring that customers receive best-in-class service irrespective of geographical location Lead a team of approx. 150 people and guide them to provide world-class services to the existing customers Work with the marketing dept to organise promotional and marketing campaigns for After Sales offerings to create customer awareness


Technical Skills Required
Product Lifecycle Management
* Performance Management, Problem Solving & Analytical Skills.
* Troubleshooting & Problem Solving.
* Working knowledge of products which have a combination of electrical, mechanical, and software within them
* Experience in service operations
* Spare Part Management
* Inventory Management
* Marketing and Business Development
* Revenue Generation
* Customer Relationship Management
* Knowledge of contract renewals
Behavioural SKills Required
* Communication Skills, Team Management, and Stakeholder Management.
* Customer Centricity, Conflict Resolution & Negotiation Skills.
* Comfortable in managing relationships at all levels from CEO down to entry-level staff starting their careers.
* 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.

The Successful Applicant

Leadership Candidate with 20-30 years of overall work experience with B. Tech Mechanical/Electrical/Mechatronics /Electronics/I&C and strong expertise in After-sales/Customer Service across India + Global Markets and has worked on Product Lines with a mix of Electrical/Electronics + Mechanical + Software Ability to manage large teams sizes of 100+ members and guide them to provide world-class services to the existing customers Prior Expertise in leading After-sales Service as an OEM while maintaining high levels of Customer Satisfaction Ability to 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 Ability to Establish adequate systems and processes with performance monitoring metrics to ensure a smooth handover from the projects department along with effectiveness and efficiency of after-sales operations for the customers and their sites.

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