After Sales Manager

Purpose

Adani Group is seeking a proactive and strategic Lead - After Sales Manager to oversee and optimize our after-sales service operations across organization. This role is pivotal in ensuring customer satisfaction, driving revenue growth, and enhancing operational efficiency through effective after-sales support strategies.

Experience

• Minimum of 6 years of progressive experience in after-sales management within the Top 10 Information technology or engineering services companies
• Proven track record of successfully leading after-sales service teams and implementing impactful service strategies.

Roles and Responsibilities

Strategic Leadership:

• Develop and execute comprehensive after-sales service strategies aligned with organizational goals to maximize customer retention and profitability.
• Identify market trends and customer insights to continuously improve service offerings and operational effectiveness.

Team Management:

• Lead a team of after-sales professionals, providing guidance, mentoring, and performance management to foster a high-performance culture.
• Optimize resource allocation and workload distribution to ensure efficient service delivery and adherence to service level agreements.

Customer Relationship Management:

• Act as the primary liaison for key customers, addressing inquiries, resolving escalations, and ensuring timely resolution of service issues.
• Collaborate closely with sales and technical teams to develop and negotiate service contracts, ensuring alignment with customer needs and business objectives.

Process Optimization:

• Evaluate existing after-sales processes and workflows, implement improvements to streamline operations and enhance service efficiency.
• Implement rigorous quality control measures and compliance standards to meet regulatory requirements and exceed customer expectations.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) related to after-sales service delivery, customer satisfaction, and financial performance.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities for improvement.

Education Qualification

Bachelors degree in engineering, Business Administration, or a related field along with an advanced degree (e.g., MBA)