Service Operations & After Sales

Job Summary - The Service Operations & Aftersales will lead the organizations end-to-end service delivery and aftersales business across regions, ensuring seamless installation, commissioning, maintenance, and customer support.

Job Profile:

Service Operations Management

Leadandmanageend-to-endservice operations including installation, commissioning, preventive maintenance, breakdown maintenance, and customer support activities across regions.

Developandimplementstandardized service processes, SOPs, and service quality benchmarks. Ensuretimelyresolution of customer complaints and service requests within defined turnaround times.

Monitorservice performance through KPIs such as response time, resolution time, first-time fix rate, uptime, and customer satisfaction. Establish regional service infrastructure and optimize service team deployment for maximum efficiency.

Drivecontinuous improvement initiatives to enhance service productivity and customer experience. A

ftersales Revenue Generation

Developandexecutestrategies to increase aftersales revenue through: AnnualMaintenanceContracts (AMC) ComprehensiveMaintenance Contracts (CMC) Sparepartssales Preventivemaintenance programs Equipmentupgradesandretrofits Servicepackages andvalue-added offerings Buildastrong AMCrenewal andcontract conversion pipeline.

Customer Relationship Management Buildlong-term relationships with key customers, distributors, and channel partners. Actastheescalation point for critical service issues and strategic customer accounts.

Conductregular customer reviews and identify opportunities for business expansion. Improvecustomer retention and loyalty through proactive service engagement. Process Excellence & MIS Implementservice managementsystems, CRM, and digital tools for efficient service tracking. Analyzeservice performance data and generate actionable insights. Preparemonthlyandquarterly reviews covering service performance, AMC growth, spare parts revenue, customer satisfaction, and profitability.

Ensurecompliance with company policies, safety standards, and regulatory requirements. Qualifications- Bachelor's Degree in Engineering (Mechanical, Electrical, Electronics, Instrumentation, Dairy Engineering, Industrial Engineering or related field Experience: 1218+yearsof experience in Service Operations, Customer Support, Aftersales Service, Technical Support, or Maintenance Management.

Minimum5yearsinaleadership role managing multi-location service operations. Provenexperience in generating revenue through AMC, spare parts sales, service contracts, and aftersales business development. Experiencein industrial equipment, dairy equipment, automation, engineering products, machinery, farm solutions, or related industries preferred