We are seeking a highly experienced and customer-focused Aftersales Service Manager to oversee and enhance our aftersales operations. The ideal candidate will have extensive technical knowledge of industrial products, strong problem-solving abilities, and exceptional customer service orientation. This role involves managing service operations, mentoring teams, addressing customer concerns, and ensuring overall customer satisfaction through innovative aftersales strategies and efficient service delivery.

Key Responsibilities

Aftersales Operations Management:

• Manage aftersales service operations to ensure the timely and effective resolution of customer issues.
• Oversee the installation, maintenance, and repair of industrial equipment in collaboration with technical teams.
• Develop and implement aftersales programs, maintenance plans, and service strategies to enhance customer satisfaction.

Customer Relations and Feedback:

• Address and resolve customer complaints promptly and professionally.
• Conduct regular follow-ups with customers to ensure satisfaction and gather valuable feedback for continuous improvement.
• Maintain proactive communication with customers to anticipate needs and address potential issues before escalation.

Performance Monitoring and Improvement:

• Monitor aftersales performance metrics and identify areas for improvement.
• Conduct customer satisfaction surveys and use insights to enhance service quality and customer experiences.

Team Leadership and Development:

• Lead, mentor, and train the aftersales team, fostering a positive and collaborative work environment.
• Set performance goals and conduct regular evaluations to ensure team effectiveness.
• Develop training programs to enhance the skills and technical knowledge of team members.
• Delegate responsibilities to empower team members and encourage professional growth.

Technical Expertise and Problem Solving:

• Utilize in-depth technical knowledge of industrial products to support service operations.
• Analyze customer feedback and operational challenges to implement process improvements.

Reporting and Communication:

• Prepare and present reports on aftersales performance to management.
• Collaborate across departments to align aftersales strategies with company goals.

Academic Qualifications

• Bachelor’s degree in Mechanical or Electrical Engineering (Master’s degree is a plus).

Experience Required

• A minimum of 8 to 10 years of experience in aftersales service management or industrial product sales.
• Core expertise in aftersales business operations and customer service management.

Technical Proficiency:

• MS Word, Excel, PowerPoint.

Other Requirements:

• Must possess a valid driving license and a personal bike.