Regional Customer Support Manager - Heavy Machinery (12-16 yrs)

ROLE OBJECTIVE:

1) To handle and strengthen customer relationship.

2) To capture the untapped aftermarket business opportunities for products in the region.

3) To develop quality customer support organisation to met the future demand, recruit and manage talent.

4) To ensure zero deviation in safety and compliance in daily business.

5) To achieve assigned KPls for aftermarket business.

RESPONSIBILITIES:

Stategic:

a)Strategizes customer support plan in coordination with the Regional Head to increase revenue through service and parts sales across market.

b) Formulates plan for ensuring proactive service across the region lo create delightul customers by meeting their requirements in time.

c) Plans training camps for Customers.

d) To strategize succession planning by developing and upgrading skills of subordinates.

Financial:

a) To achieve targeted customer support turnover through parts sales & service delivery.

b) Monitors and ensures positive working capital throughout the financial year.

c) To strive for better debtors control.

d) To ensure no bad debts throughout the financial year.

e) Adheres to the planned budget for ensuring cost minimization.

Operational:

a) To book orders for material handling product (Crane, Reach stacker, Imported & MOCG products) parts and for service delivery Job Description.

b) To book orders for refurbishment of MHS products sold long ago and for new customers.

c) To ensure service delivery at post sales commissioning time for MHS products.

d) To also ensure customer service delivery through post commissioning customer training.

e) Ensures minimum rectfication time for machines under warranty or post warranty.

f) To visit customers ona regular basis to promote customer value oferings from the organization end and also to establish a good relationship with them.

g) To ensure timely collection of pending C-forms from the respective customers.

h) To regularly Manages inventory of parts efficiently mainly for non-moving stock.

i) To improve business operations thrOugh ERP implementation based on the outcomes of internal audit.

j) To regularly monitor health checkup of machine sold in the region.

k) To issue service report & machine health check card accurately to customers to meet customer satisfaction.

l) Reviews customer complaints, feedbacks, AMC visits, pending service request and service revenue status on a daily basis.

m) To conduct service meeting with regional offices on a regular basis to keep abreast with information related to customer support activities.

n) To monitor overhauling work of manufactured MHS products in the regional workshops.

o) To ensure preparation of a list of critical service issues every month to handle and act to resolve the same.

People Management:

a) Ensures timely PMS completion adhering to the specific procedures.

b) Ensures succession planning for all critical positions.

Identifies the training needs for junior management/ front line executives and recommend trainings for their skill development.

c) Evaluates the benefits after trainings.

d) Manage role conflicts within the team

REQUIREMENT:

1) Education - B.tech only

2) Experience - 12+ years of experience in Material handing product service and parts business.

3) Industry Preferred - Knowledge of Material Handling Products/ Heavy machinery/ Mining/ Construction/ stretegic planning.