Senior Manager - After Market Sales and Service

Aska Equipments is a pioneer in the field of specialized equipment and advanced lighting solutions, catering to sectors such as Defence, Disaster Management, Fire Safety, and Infrastructure. We are committed to delivering high-quality products and after-market support to ensure complete customer satisfaction and sustained operational excellence.

Role Summary:

The Senior Manager – After Market Sales & Service will be responsible for leading and strengthening the after-sales and service functions across regions. This role requires a strategic thinker with a hands-on approach to managing customer satisfaction, spare parts availability, warranty handling, team efficiency, and service quality. The position demands collaboration across departments and an ability to build scalable service operations that directly contribute to customer retention and brand value.

Responsibilities

After-Sales Strategy and Improvement

• Work with senior management to develop and execute after-market service strategies for all spare parts that align with aftermarket goals.
• Identify opportunities for service enhancements or new service offerings that could add value to customers.
• Analyze service performance data, identifying trends, bottlenecks, and areas for operational improvement.

Inventory and Parts Management

• Ensure adequate stock levels of replacement parts and service materials to support repair and maintenance operations.
• Coordinate with suppliers to ensure timely delivery of parts and materials, minimizing delays in service.
• Oversee the management of warranty claims and service agreements.

Collaboration with Other Departments

• Work closely with the sales, marketing, and product development teams to ensure alignment between after-market services and product offerings.
• Provide feedback to the product team based on customer service insights, helping them understand common issues or potential improvements to the product.

Customer Satisfaction and Support

• Oversee all post-sale service activities, ensuring customer needs are met and exceeded.
• Handle escalated customer complaints or concerns, resolving issues in a timely and professional manner.
• Monitor and track customer feedback, using it to improve service processes and customer experience.

Service Operations Management

• Manage the scheduling and execution of service calls, installations, maintenance, and repairs.
• Ensure efficient use of resources and that service quality meets or exceeds company standards.
• Develop, implement, and monitor service policies, procedures, and best practices.

Budget and Financial Management

• Prepare and manage the budget for the after-market service department.
• Ensure that service operations are cost-effective, meeting financial targets without sacrificing customer experience.

Team Leadership and Management

• Lead and supervise the after-market service team, including technicians and customers service representatives, and support staff.
• Ensure team members are properly trained, motivated, and performing according to company standards.
• Develop performance metrics and provide regular feedback and evaluations to team members.

Reporting and Analysis

• Create and deliver regular reports on service performance, customer satisfaction, and team effectiveness.
• Analyze service costs, identifying areas for cost-saving opportunities without compromising quality.
• Track service metrics such as response time, resolution time, and customer satisfaction, aiming to improve these areas over time.

Desired Profile:

• Bachelor’s in Engineering or relevant technical discipline; MBA preferred.
• 8–12 years of experience in after-sales/service management, preferably in engineering/equipment/lighting/fire-safety industry.
• Strong technical understanding of electro-mechanical systems and field servicing.
• Excellent leadership, communication, and customer-facing skills.
• Proficiency in CRM or service management software is a plus.
• Willingness to travel as per service needs.