Purpose of the Job
Service Operations & Aftersales will lead the organization’s end-to-end service delivery and aftersales business across regions, ensuring seamless installation, commissioning, maintenance, and customer support. The role is responsible for building a high-performing service ecosystem that enhances customer satisfaction and equipment uptime while driving sustainable revenue growth through AMC/CMC contracts, spare parts sales, preventive maintenance programs, and value-added service offerings.
Key Role and Responsibilities
- Service Operations Management
- • Lead and manage end-to-end service operations including installation, commissioning, preventive maintenance, breakdown maintenance, and customer support activities across regions.
- • Develop and implement standardized service processes, SOPs, and service quality benchmarks.
- • Ensure timely resolution of customer complaints and service requests within defined turnaround times.
- • Monitor service performance through KPIs such as response time, resolution time, first-time fix rate, uptime, and customer satisfaction.
- • Establish regional service infrastructure and optimize service team deployment for maximum efficiency.
- • Drive continuous improvement initiatives to enhance service productivity and customer experience.
- After sales Revenue Generation
- • Develop and execute strategies to increase aftersales revenue through:
- • Annual Maintenance Contracts (AMC)
- • Comprehensive Maintenance Contracts (CMC)
- • Spare parts sales
- • Preventive maintenance programs
- • Equipment upgrades and retrofits
- • Service packages andvalue-added offerings
- • Build a strong AMC renewal and contract conversion pipeline.
- Customer Relationship Management
- • Build long-term relationships with key customers, distributors, and channel partners.
- • Act as the escalation point for critical service issues and strategic customer accounts.
- • Conduct regular customer reviews and identify opportunities for business expansion.
- • Improve customer retention and loyalty through proactive service engagement.
- Process Excellence & MIS
- • Implement service management systems, CRM, and digital tools for efficient service tracking.
- • Analyze service performance data and generate actionable insights.
- • Prepare monthly and quarterly reviews covering service performance, AMC
- • growth, spare parts revenue, customer satisfaction, and profitability.
- • Ensure compliance with company policies, safety standards, and regulatory requirements.
- Qualifications: Bachelor's Degree in Engineering (Mechanical, Electrical, Electronics, Instrumentation, Dairy Engineering, Industrial Engineering or related field
- Experience:
- Minimum5yearsinaleadership role managing multi-location service operations.
- Proven experience in generating revenue through AMC, spare parts sales, service contracts, and aftersales business development.
- Experience in industrial equipment, dairy equipment, automation, engineering products, machinery, farm solutions, or related industries preferred
Required Skills & Competencies
Service OperationsCustomer SupportAftersales ServiceTechnical Supportor Maintenance Management.
Required Education
B.E. / B.Tech (Engineering), Diploma in Engineering (Polytechnic), M.E. / M.Tech (Engineering)
About Company
Group offers innovative solutions from farm management to milk collection, for milk quality analysis and dairy value chain management.