Commercial Services Manager

The Commercial Manager in the Service Department of a manufacturing organization plays a pivotal role in driving business growth and ensuring customer retention. This role involves managing the sale of spare parts and Annual Maintenance Contracts (AMCs) at sites where the company's systems are installed, thereby contributing to revenue generation. The Commercial Manager is also responsible for maintaining strong relationships with existing customers, ensuring their needs are met promptly, and fostering long-term loyalty to the organization.

Customer Request Management

• Ensure all internal and external customer requests are attended to promptly.
• Monitor and manage the response time to customer inquiries to maintain high levels of customer satisfaction.
• Regularly follow up with customers to ensure their needs are met and issues are resolved efficiently.

Quotation and Order Management

• Prepare and send accurate quotations for spares, AMCs, and service requests based on the scope provided by engineers or customers.
• Ensure AMC quotes are shared based on engineers' instructions, especially for customers with multiple systems or frequent service requests.
• Follow up on sent quotations to ensure they are converted into orders.
• Manage the process from quotation to order confirmation, including sending Order Acknowledgements (OA).

Customer Retention and Relationship Management

• Retain existing customers by effectively negotiating rates or matching their price expectations.
• Build and maintain strong relationships with customers to ensure their ongoing satisfaction and loyalty.
• Provide technical clarification to customers, coordinating with cross-functional teams when necessary, or directing them to the appropriate person for assistance.

Cross-Functional Coordination

• Work closely with the technical, production, stores, and dispatch teams to ensure smooth operations and accurate order fulfilment.
• Follow up on order processing and ensure timely dispatch of materials, including sending invoices and tracking details to customers.

Payment and Warranty Management

• Follow up on payments for dispatched materials, especially when supplied without advance payment.
• Manage the repair of spare parts under warranty and ensure AMC quotes are sent to customers for systems out of warranty.

Documentation and Customer Communication:

• Ensure that all necessary dispatch documents are sent to the end customer via email and hard copy, and maintain clear communication throughout the process.