Program Manager – After Sales

Job Description

Job Summary: The Program Manager – After Sales is responsible for driving, coordinating, and improving all post-sale customer support programs, including service delivery at customer locations, service ticketing, technician scheduling, and customer satisfaction initiatives. This role ensures seamless coordination between departments and manages service performance metrics, issue resolution workflows, and process improvements to enhance the customer experience. Key Responsibilities: 🔧 Program & Process Management Oversee the end-to-end after-sales service lifecycle—from complaint registration to ticket closure. Drive implementation of at-client location onboarding, training and servicing Ensure timely resolution of customer complaints, with high first-time fix rates. Standardize operating procedures (SOPs) across service locations 🤝 Cross-Functional Coordination Liaise with call center, CRM operations, field service, logistics, and quality teams. Track escalations and coordinate with service centers and field technicians. Ensure ticket routing logic and technician assignment workflows are optimized. 📊 Performance Monitoring & Reporting Define KPIs such as TAT (Turnaround Time), CSAT, First-Time Fix Rate, etc. Monitor dashboards and generate regular reports for senior management. Conduct root cause analysis for repeat complaints and service gaps. 👨‍🔧 Technician Training & Field Enablement Work with training teams to ensure field technicians are skilled and certified. Support onboarding of new service partners or third-party providers. Ensure field teams follow safety, quality, and compliance protocols. Requirements: ✅ Qualifications: Bachelor’s degree in Engineering, Business Administration, or related field. MBA preferred (but not mandatory). 🧠 Experience: 4–7 years of experience in after-sales, service operations, or program management (automotive, EV industry preferred). Prior experience managing field service or customer support programs is a must. 🛠️ Skills: Strong knowledge of CRM platforms, ticketing tools, and service management software. Excellent project management, analytical, and problem-solving skills. Customer-first mindset with a passion for operational excellence. Strong communication and stakeholder management abilities. Show more Show less