Aftersales Manager
We are seeking an experienced Aftersales Manager to oversee post-sales operations, ensuring customer satisfaction, service excellence, and business growth.
Key Responsibilities:
* Customer Service & Support: Develop and implement aftersales strategies to enhance customer experience and brand loyalty.
* Act as the main point of contact for customer inquiries, complaints, and service-related issues.
* Ensure timely and effective resolution of customer concerns and technical issues.
Spare Parts & Service Management:
* Oversee spare parts inventory, ensuring availability and cost control.
* Develop pricing strategies for aftersales services and spare parts.
* Collaborate with manufacturing and supply chain teams to improve spare parts distribution.
Team Leadership & Performance Management:
* Lead and develop the aftersales team, including service technicians, customer support staff, and sales representatives.
* Provide training and coaching to ensure the team delivers high-quality service.
* Monitor KPIs and performance metrics to drive continuous improvement.
Process Improvement & Business Growth:
* Identify opportunities to enhance aftersales revenue through service contracts, extended warranties, and spare parts sales.
* Work closely with the sales team to ensure a seamless transition from sales to aftersales service.
* Implement and optimize aftersales software systems and processes.
Compliance & Reporting:
* Ensure adherence to industry regulations, safety standards, and company policies.
* Generate reports on customer feedback, service performance, and revenue trends.
Requirements:
* 5+ years of experience in aftersales, customer service, or service management within the manufacturing industry.
* Strong leadership, communication, and problem-solving skills.
* Experience with ERP/CRM systems for aftersales and service management.
* Knowledge of spare parts logistics and technical service operations.
* Ability to analyse data and develop strategies for service improvement.
About Us: Artemis Human Capital is working with an established manufacturing firm to find the ideal candidate for this role.