After Sales Service Head

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.