Senior Manager - After Sales Support

toran global
  • Gurgaon
  • Confidential
  • 8-12 years
  • Views
  • 09 May 2018

  • Sales & Marketing

  • Capital Goods/Machinery
Job Description

Senior Manager - After Sales Support - Engine Service - Genset & Industrial Applications - Domestic Markets Role: In-charge for After Sales Support for Engines supplied for Genset and Industrial Applications for Domestic Markets (Dealers & OE Management) Experience : 10 - 16 years in Engines Service Job Role: - Development and deployment of service policies / procedures, warranty policy / procedures to support products through buyers / channel / OEs - Development of competence of customer service team/ channel service team to support products - Customer support excellence driving- best in class customer support processes creation and implementation - Customer interaction mechanism firming up and response driving - Creation and establishment of service support models in line with customer requirements, periodic review and augmentation of network - Customer /Channel issue resolution driving (product, service, spare parts, claims or service policy related) - Product issues resolution driving with support of back end organisation - New product monitoring and feedback processing - New product support readiness ensuring at the time of launch of new products - Communications of product changes / improvements / release of bulletins - AMC, Parts and lubes business opportunity assessment, target setting and business driving, parts pricing Desired Competency: - Engine Technical Knowledge - Knowledge of Service / warranty Systems and competitor practices - Managing service providers - Service strategy formulation - Communication & Networking - Customer Focus - Managing Tasks.


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toran global