Head- After Sales-Machinery Manufacturing

Job Description - *Lead a high-impact function with direct influence on Customer Experience - *Work on cutting-edge automation technologies shaping Industry 4.0. About Our Client - Our client is a part of a Multi-Billion Large Indian Conglomerate with presence in multiple countries across the globe and dedicated R&D and Manufacturing Centres across India Job Description - The purpose of the Head of After Sales role is to oversee and manage all aspects of the after-sales service and support operations of a company. *This includes ensuring high levels of customer satisfaction, developing and implementing service strategies, managing a team of after-sales professionals, and driving continuous improvement in after-sales processes and systems. - The Head of After Sales plays a key role in maintaining strong customer relationships, maximising revenue opportunities from after-sales services in India and APAC, Europe, and the US region, and contributing to the overall success of the company. - The person must focus on creating 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 locationJob Responsibilities - Formulate the after-sales strategy 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 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. The Successful Applicant Technical/Managerial Skills Required - Product Lifecycle Management - Performance Management, Problem Solving & Analytical Skills. - Troubleshooting & Problem Solving. - Working knowledge of electrical, mechanical, and software parts within an Electro-Mechanical Product - Experience in service operations - Spare Part Management - Inventory Management - Marketing and Business Development - Revenue Generation - Customer Relationship Management - Knowledge of contract renewalsBehavioural 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.Educational Qualification - B.Tech Mechanical/Electrical/Mechatronics /Electronics/I&C.Additional Requirements Significant travel to customer sites International exposure in a similar service provider position Exposure to different work cultures found in global manufacturing environments What's On Offer - Leadership Role - Market Leading Compensation Contact: Robin George Quote job ref: JN-112025-6886273