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1. Service Operations Management
Senior Manager – After Sales Services, Savli, Vadodara- (Guj, India)
IndiaPosted Yesterday
Full-timehybrid
Job Description
Senior Manager – After Sales Services, Savli, Vadodara- (Guj, India)
Department: Sales / Marketing
Employment Type: Full Time
Location: India
Reporting To: Adeshsingh Kushwaha
Description
The Senior Manager – After Sales Services will lead and manage all aspects of after-sales operations for submersible pumps, motors, booster pumps, dewatering and slurry pumps, and hydropneumatic pump systems. This role ensures customer satisfaction through timely service delivery, technical support, spare parts management, warranty administration, and field team leadership. The role requires in-depth technical expertise and hands-on experience with a variety of pump systems, combined with strong team and customer management skills.
Key Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Service Operations Management
- Lead and oversee the complete after-sales service lifecycle for all
- products.
- Ensure prompt and effective resolution of customer complaints and technical issues.
- Implement service policies and preventive maintenance programs.
- Coordinate with manufacturing and R&D teams to resolve recurring technical issues.
2. Team Leadership and Development
- Manage and train a team of service engineers and technicians.
- Develop technical training modules for internal teams and customer representatives.
- Conduct regular performance reviews and drive KPI-based evaluations.
3. Technical Support
- Provide expert-level troubleshooting and diagnostic support for complex pump system failures.
- Conduct root cause analysis (RCA) and create technical reports.
- Guide the correct installation, commissioning, and maintenance practices.
4. Spare Parts and Warranty Management
- Oversee spare parts inventory planning and management.
- Administer warranty claims in compliance with company policies.
- Work with supply chain and vendors to ensure parts availability and cost control.
5. Process Improvement and Reporting
- Drive continuous improvement initiatives using lean or Six Sigma methodologies.
- Monitor and report key service metrics: MTTR ( Mean Time To Repair ), TAT (Turnaround Time), First Time Fix Rate, etc.
- Use CRM or ERP systems (e.g., SAP, Oracle, Salesforce) for service ticketing and performance tracking.
6. Service Centers
- Identify, evaluate, and onboard authorized service centers (ASCs) in strategic regions to improve service coverage and turnaround times.
- Conduct due diligence including technical capability assessment, infrastructure review, manpower skills, and compliance with company standards.
- Negotiate and formalize Service Level Agreements (SLAs) outlining scope of work, response times, spare parts handling, warranty processing, and reporting protocols.
Skills, Knowledge and Expertise
Skills and Abilities.
- Communication and problem-solving
- In-depth knowledge and hands-on experience with: Submersible Pumps and Motors, Booster Pumps, Dewatering Pumps, Slurry Pumps. Hydropneumatic Systems
- Strong leadership and interpersonal communication.
- Strategic thinking and customer-centric mindset.
- Decision-making under pressure.
Education and Experience
- Bachelor's degree in Mechanical or Electrical Engineering or related field
- 12 -17 years of experience in after-sales service, technical support, or a related field.
- Strong knowledge of submersible pumps and motors, hydraulics, and electrical systems..
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