Vice President- Head Aftersales Service-APAC
Michael Page
- Delhi
- Permanent
- Full-time
- 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
- Maintain strong customer relationships, Maximise revenue opportunities from after-sales services in India, APAC, Europe & US
- 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
- Work with the marketing dept to organise promotional and marketing campaigns for After Sales offerings to create customer awareness
- 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
- 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.
- 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.
- 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
- Leadership Role which reports into the CEO
- VP Opportunity to Head After-Sales