Aftersales Manager

Job Responsibilities – After-Sales Manager

1. Manage overall after-sales activities, including service, spare parts, AMC, modification, and retrofit requirements.
2. Maintain strong relationships with existing customers and ensure high customer satisfaction.
3. Handle and monitor customer complaints and service requests, ensuring timely resolution.
4. Coordinate with the Service, Sales, Engineering, Production, and SCM teams to resolve customer issues.
5. Review customer requirements and ensure the correct machine parts, specifications, and part numbers are identified.
6. Prepare, review, and approve quotations for spare parts, AMC, service, modification, and retrofit activities.
7. Ensure timely responses to RFQs (Request for Quotations) and customer enquiries.
8. Develop and grow after-sales revenue through spare parts, AMC, service contracts, upgrades, modifications, and retrofit opportunities.
9. Follow up on submitted quotations and convert opportunities into purchase orders and service orders.
10. Monitor pending payments and outstanding receivables and coordinate with customers and the Finance team for timely collection.
11. Review customer POs, payment terms, and order requirements before order processing.
12. Ensure timely processing and delivery of spare parts and service materials as per customer requirements.
13. Plan and monitor AMC renewals, preventive maintenance, breakdown services, and other service contracts.
14. Monitor the performance of the after-sales/service team and allocate customer requirements to the appropriate team members.
15. Track service response time, complaint closure time, quotation conversion, sales, and customer satisfaction.
16. Identify opportunities for repeat business, upgrades, machine modifications, and additional equipment/services from existing customers.
17. Maintain proper records of customer enquiries, quotations, service reports, orders, complaints, and follow-ups.
18. Conduct regular reviews of after-sales sales pipeline and pending activities and report the status to management.
19. Coordinate with customers regarding service schedules, engineer visits, spare-part requirements, and machine-related issues.
20. Provide regular MIS/management reports covering after-sales sales, service activities, pending quotations, complaints, AMC status, and receivables.

Key KPIs for an After-Sales Manager:

• After-sales revenue
• Spare parts sales
• AMC sales and renewals
• Quotation-to-order conversion
• RFQ response time
• Customer complaint closure time
• Service response time
• Outstanding payment collection
• Customer retention
• Repeat orders
• Customer satisfaction
• Service team performance