About the job

We are seeking an experienced and dynamic After Sales Service Head to join our team. This role is pivotal in ensuring customer satisfaction post-purchase by effectively managing all aspects of after-sales service, including field technicians, complaints resolution, and customer care. The ideal candidate will possess strong leadership skills, technical acumen, and a commitment to maintaining high standards of service delivery.

Key Responsibilities:

• Oversee and manage all aspects of the after-sales service operations.
• Lead, mentor, and supervise a team of field technicians to ensure efficient service delivery.
• Handle customer complaints promptly and professionally, striving for resolution and customer satisfaction.
• Develop and implement strategies to streamline complaint handling processes and improve overall service efficiency.
• Maintain a customer-focused approach at all times, ensuring all customer interactions are handled with empathy and professionalism.
• Evaluate and approve sales returns in accordance with company policies and procedures.
• Monitor service performance metrics and generate reports for management review.
• Collaborate closely with sales, operations, and quality assurance teams to address recurring issues and improve product/service quality.
• Conduct regular performance reviews and provide ongoing training and development opportunities for the service team.
• Stay updated on industry trends and best practices in after-sales service management.

Requirements :

• Bachelor’s degree in Business Administration, Engineering, or a related field (preferred).
• Proven experience in a similar role with at least +10 years in after-sales service management.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent problem-solving abilities and a proactive approach to addressing customer concerns.
• Solid understanding of technical service operations and familiarity with troubleshooting techniques.
• Exceptional communication skills, both verbal and written.
• Ability to handle pressure and prioritize tasks in a fast-paced environment.
• Experience with CRM software and service management tools (e.g., Salesforce, Zendesk) is a plus.