The incumbent will be responsible for overseeing and growing the lifecycle services business by providing support and care to customers for their requirements including but not limited to on-site support, remote support, technical service, warranty management, comprehensive & annual maintenance contracts and spare parts management etc.
The person must focus on maximizing revenue, efficiency & profitability in line with current target & projected business growth and provide focused leadership ensuring that customers receive best-in-class service globally with a special focus on the SAARC region.
Roles & Responsibilities:
- Execute and fine tune the After Sales Strategy and implement the same through objectives (targets), policies and initiatives to increase revenue & profitability.
- Formulate spare part strategies for internal and external customers.
- Institutionalise a customer-centric approach in the organisation with the help of the Net Promoter Score.
- Develop and optimize support and service processes, tools, and systems, and align with the internal team for regular Audits of systems as per standards and needs.
- Negotiate, finalise, renew and monitor contracts and orders with customers to ensure smooth operations of automation equipment deployed at the customer sites.
- Establish adequate systems and processes and monitor performance metrics to ensure a smooth handover from projects along with effectiveness and efficiency of aftersales operations both at the site and at the head office.
Technical Skills required:
- 8-15 years of experience in Automation/packaging
- Performance Management, Problem Solving & Analytical Skills.
- ERP (SAP preferred), ISO standards, Product Life-Cycle Management (Siemens Teamcenter or Similar), MS Office
- Complex escalations resolution using root cause analysis and implementation of sustainable corrective actions
- Electrical & Mechanical parts of Automation Systems
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