Senior Manager – After Sales Services, Savli, Vadodara- (Guj, India)

Key Responsibilities

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

• 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..