Sr Manager After Sales Service

Role & responsibilities

• Generating New Leads & Follow up on the same for New Revenue Generation opportunities in AMC & Spares Business
• Ensuring adherence to discipline of functional reports & work timelines
• Ensuring highlighting deviations if any to management at the earliest
• Minimizing accidents & incidents by adherence/ awareness of safety norms
• Improving Team member performance by regular reviews of Team Members vis-a-vis performance, skills & behavioral requirements of Gemini
• Customer Satisfaction Index
• Parts operations
• Ensure commissioning of machines & provide training as per purchase order
• Ensuring payment is received as per agreed terms before service execution
• Pre delivery inspection of the machine as per customer PO and ensuring the proper functions of the machine before dispatch to customer.
• Pre inspection of spares received from OEM / quality check of spares by technical engineer at our works & ensuring to dispatch at correct site & concerned person.
• Attend under warranty machines breakdown within 2 days of complaints received
• Design a quarterly visit calendar aligning to the AMCs maintenance & part-fitment for every geographic area.
• Ensure completion of service of the material within 1 week of receipt of spares & inform commercial team on day of completion
• Ensure Quotations (for spares & services) are submitted to customer within 2 days of need identification for AMC Customers/ Non-AMC Customer
• Ensure that all customer complaints are closed within 10 days for minor complaints without spares & within 1 month for major complaint, with spares
• Ensure that all planned visits are attended and completed satisfactorily & service reports are submitted in Salesforce on Daily basis
• Inspection & quotation making within 4 working days after receipt of material at warehouse
• Update weekly/ Monthly calendars for handling chargeable breakdown & commissioning requests
• Arrange for transportation of machine & any additional fitments as required in customer PO
• Process the warranty claims/ labor claims with OEMs within 2 days