After-Sales Service Manager | Sanitaryware and Lighting Industry

Job Summary:

We are seeking an experienced After-Sales Service Manager to lead and enhance our post-sales operations. This role is responsible for managing customer service teams, ensuring prompt resolution of technical issues, coordinating installations and maintenance, and maintaining strong client relationships to ensure customer satisfaction and loyalty.

Key Responsibilities:

• Oversee the entire after-sales service operations, including installations, maintenance, repairs, and warranty claims.
• Lead and manage the service team (technicians, support staff, and coordinators).
• Ensure all post-sales activities comply with company standards and service level agreements (SLAs).
• Develop and implement service policies and procedures to improve operational efficiency.
• Handle escalated customer complaints and provide professional solutions.
• Conduct site visits to monitor service quality and identify improvement areas.
• Maintain accurate documentation of service activities and performance metrics.
• Coordinate with sales, logistics, and technical teams to ensure seamless service delivery.
• Train and develop service personnel to enhance skills and performance.
• Monitor spare parts inventory and ensure timely availability.
• Analyze service data to generate reports for senior management.
• Identify opportunities for upselling or additional services during service calls.