After Sales Manager

The After Sales Manager in a manufacturing environment is responsible for ensuring customer satisfaction and loyalty by managing after-sales services, including product maintenance, repairs, and customer support. This role involves overseeing a service team, optimizing technical processes, and handling client queries. The objective is to enhance customer retention and support the company's reputation for high-quality service while leveraging technical expertise to troubleshoot and improve product performance. Key Responsibilities: • Ensure customers receive prompt and efficient support for technical issues related to products post-sale, including troubleshooting complex machinery or systems. • Address and resolve customer complaints professionally, coordinating with relevant technical departments (engineering, R&D, and quality control) to provide timely, accurate solutions. • Continuously gather and analyze technical customer feedback to improve after-sales services, incorporating insights into product maintenance, calibration, or upgrades. • Lead, mentor, and manage the after-sales team, ensuring staff is technically proficient, well-trained, and equipped to meet customer needs, including troubleshooting and repair of complex systems. • Set and track performance goals for the team, ensuring adherence to service quality standards, including technical accuracy and resolution times. • Oversee technical after-sales activities such as product installations, diagnostics, calibration, regular maintenance, and repairs to ensure optimal product performance and customer satisfaction. • Establish and implement standard operating procedures (SOPs) for troubleshooting, repair workflows, and preventive maintenance to ensure efficient service delivery. • Monitor and report on key performance indicators (KPIs), including service response times, mean time to repair (MTTR), first-time fix rate, and customer satisfaction scores, to measure the effectiveness of after-sales operations. • Develop and maintain strong technical relationships with key clients, offering specialized support and advice on product upgrades, maintenance schedules, and optimizing equipment usage. • Prepare detailed reports on after-sales operations, including technical analysis of recurring issues, and present findings to senior management for continuous improvement. • Use data insights to identify trends in equipment failures or customer concerns, suggesting improvements in both product design and technical service processes to minimize downtime and enhance reliability. Qualifications and Skills: • Bachelor’s degree in Business, Engineering, or a related technical field. • Proven experience in after-sales management, with a focus on technical products and systems in a manufacturing environment. • Strong leadership and people management skills, with a focus on developing technical expertise within the team. • Excellent problem-solving abilities, particularly in technical troubleshooting and root cause analysis. • Proficiency in diagnostic tools, equipment maintenance software, and CRM systems for managing after-sales service processes. • Familiarity with manufacturing technologies, technical product specifications, and repair/maintenance processes.