Senior After-Sales Support Manager

4 days ago

Kanpur, India RESPO PRODUCTS Full time

About the RoleWe are looking for a Senior After-Sales Support Manager with strong experience in managing on-site service teams and supporting customers in the oil & gas industry. The ideal candidate will be an expert in instrumentation products and will lead our after-sales function to ensure high customer satisfaction, timely service delivery, and long-term client relationships.Key ResponsibilitiesLead & Manage Service TeamsManage, mentor, and develop on-site service engineers and technicians across multiple customer locations.Plan and allocate resources for installation, commissioning, troubleshooting, and maintenance activities.Monitor team performance using clear KPIs (response time, resolution time, uptime, etc.).Customer & Stakeholder ManagementAct as the primary point of contact for key customers for all after-sales and service-related matters.Understand client requirements, operating conditions, and pain points, and translate them into actionable service plans.Handle escalations professionally and ensure issues are closed with sustainable solutions.Technical Expertise – Oil & Gas InstrumentationProvide expert support on instrumentation products such as transmitters, sensors, valves, controllers, analyzers, PLC/SCADA interfaces, and related systems.Guide the team in diagnosing complex issues and recommending corrective and preventive actions.Support pre-sales and sales teams with technical insights, site feedback, and application-oriented solutions.Service Operations & Process ExcellenceOversee preventive and breakdown maintenance schedules at customer sites.Ensure proper documentation of service reports, site visit logs, and technical findings.Drive continuous improvement in service processes, spares planning, and turnaround time.Commercial & Contract ManagementSupport in negotiating and managing AMCs (Annual Maintenance Contracts) and service-level agreements.Track and control service costs, optimize resource utilization, and contribute to after-sales revenue targets.Compliance, Safety & QualityEnsure adherence to HSE (Health, Safety & Environment) guidelines at all customer locations.Ensure compliance with industry standards and internal quality procedures.

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