Regional Aftermarket Manager(Kolkata)

ROLE PURPOSE
The Regional AM Manager leads customer support for injection moulding machines in the domestic market. The role is responsible for maintaining machine performance and uptime, delivering end-to-end customer support, strengthening customer relationships, and generating aftermarket business to achieve assigned service and sales revenue targets.
KEY RESPONSIBILITIES
Customer Support & Service Delivery

Lead the Customer Support Team for injection moulding machines in the domestic market.
Provide end-to-end customer support covering machine installation, breakdown calls, technical troubleshooting, spare-parts support, operator training and processing-related issues.
Ensure timely customer communication for machine installation activities and site-readiness requirements.
Support customers with mould trials, both in-house and at customer sites, to enable machine shipment and successful commissioning.
Visit customers regularly to maintain strong liaison, address service needs and support repeat business.

Revenue, Collections & Aftermarket Growth

Plan and achieve territorial service revenue and aftermarket sales revenue targets in the domestic market.
Generate aftermarket business through service opportunities, spare-parts requirements and customer support interventions.
Coordinate and follow up for collection of outstanding payments related to spare parts.
Identify customer requirements and service opportunities that can strengthen long-term aftermarket revenue.

Technical Improvement & Product Feedback

Gather structured information on product performance and recurring machine issues.
Develop and implement corrective and preventive actions for machine-related concerns, and support deployment of actions across applicable machines.
Coordinate with internal departments to resolve recurring issues in existing machines and provide recommendations for modifications or customisation.
Visit mould vendors as required for validation activities.

Market Intelligence & Cross-functional Coordination

Conduct competitor analysis and share relevant insights to support future business and service strategy.
Manage key international customers for product troubleshooting or support requirements, where assigned.
Collaborate with service, sales, engineering, manufacturing and other internal teams to ensure timely resolution of customer concerns.

Reporting & Governance

Prepare service data, management information reports and required operational records.
Ensure accurate and timely data entry in the ERP system.
Maintain visibility of customer issues, corrective actions, revenue opportunities and pending follow-ups.

SUCCESS METRICS / KPIS

Revenue & Customer Outcomes

Service & Technical Delivery

Operational Discipline

Service revenue vs. target
Aftermarket sales revenue vs. target
Outstanding spare-parts payment collection
Repeat customer and retention outcomes

Machine uptime and breakdown resolution
Installation and site-readiness effectiveness
Closure of corrective / preventive actions
Customer issue resolution and escalation closure

Accuracy and timeliness of ERP / MIS data
On-time reporting and follow-up closure
Customer visit and coverage discipline
Cross-functional action closure

KEY SKILL REQUIREMENTS

Skill Dimension

What We Are Looking For

Technical & Service

Strong knowledge of injection moulding machines, installation, troubleshooting and breakdown support
Understanding of mould trials, processing issues, preventive actions and spare-parts support
Ability to translate recurring field issues into practical technical improvement actions

Commercial & Customer

Service revenue planning and aftermarket business development
Customer relationship management, escalation handling and payment follow-up
Ability to identify service-led sales opportunities and support repeat business

Analytics & Governance

Competitor and product-performance analysis
Proficiency in MIS reporting, ERP data entry and follow-up tracking
Structured approach to corrective / preventive action governance

Leadership & Behavioural

Team leadership and cross-functional coordination
Customer-first mindset with ownership and urgency
Strong communication, problem-solving and stakeholder-management skills

EXPERIENCE PROFILE

15 years of relevant experience in service management, customer support or aftermarket operations for industrial equipment / capital goods.
Bachelor of Engineering / Technology in Electronics & Instrumentation, Electrical or Mechanical Engineering; or Diploma in Electronics, Electrical & Communication, Mechanical or Mechatronics Engineering.
Demonstrated experience in leading service teams, managing customer escalations and delivering revenue targets.
Experience in injection moulding machinery, machine installation, troubleshooting, mould trials and aftermarket support is preferred.
Working knowledge of ERP systems, MIS reporting and cross-functional service governance.