After Sales Service Head
Job Description:
KEY DELIVERABLES/ RESPONSIBILITIES
Planning and implementing a robust Customer Relationship Management system
- Plan and Monitor movement of Field service Team to the Clients unit.
- Strategize and prepare action plans for establishing a robust system of client interactions and issue resolution Post sales. Handle escalations, key clients and loop back learnings into the system for future.
- Conceptualize and implement a feedback system in coordination with Sales team to measure Client satisfaction score (through surveys, etc).
- Create action plans for implementing Best Practices from the industry in order to increase Client Satisfaction scores. Establish TATs and SOPs for the team.
- Increase Revenue by selling AMC and fulfilling these contracts to the satisfaction of the client.
- Plan and Implement new software/ digital platform in coordination with the Management for better tracking after sales service activities
Documentation & Collections
- Create and ensure effective implementation of standard operating procedures & guidelines for documentation & collections for the team (including Agreements, Sale Deeds, collection reminders, legal notices, etc.).
- Establish Quarterly checkpoints (Audits) to ensure processes are adhered to.
- Ensure smooth transactions and Inter departmental coordination for client query resolution.
- Publish monthly and quarterly reports to management and other stakeholders for analysis.
Team Management
- Responsible for managing and developing a high performance field service team.
- Recruit, select, develop and retain appropriate team members. Recognize and praise individual performance whilst resolving conduct and performance issues promptly.
- Cultivate a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team.
- Ensure that all members understand the team’s objectives and work together to achieve it. Constant monitoring to ensure that everyone is working towards the same goal.
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EDUCATION/ DESIRED PROFILE
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- MBA or equivalent dgree with8 to 10years of experience in the same profile.
- Excellent Communication, Writing, Interpersonal and Leadership skills.
- Proficient in using MS Office, CMS and ERP.
- Previous Service Experience and Comprehensive knowledge of manufacturing industry.
- Process Management - Strategic Planning & Analyzing, Decision Making & Process Re-engineering
- Leadership skills: Quick decision making, people management, team building.
- Strong Customer-Facing Skills
- Strong Written and Verbal Communication
- Self-Motivated, Troubleshooting, Creative Problem-Solving
Desired Candidate Profile:
After Sales Service
Experience:
8
Number of vacancy:
1
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