After Sales Manager

Job Description

Job Description - After Sales Manager

Marut Drones is looking for an experienced After Sales Manager to lead and manage after-sales service operations for its drone products. The role will be responsible for ensuring smooth commissioning and installation, timely technical support, warranty and repair management, customer training, and effective resolution of service issues.

The ideal candidate should have strong technical knowledge of drones/UAVs, hands-on experience in troubleshooting and service operations, and the ability to lead service teams while maintaining high customer satisfaction.

Key Responsibilities

• Drone Commissioning & Installation
• Lead and manage the commissioning and installation of drones at customer locations.
• Ensure proper configuration, testing, inspection, and handover of drones after deployment.
• Coordinate with technical and operations teams to ensure smooth installation and commissioning.
• Train customers on drone operation, maintenance, safety, and basic troubleshooting.
• Ensure all installation and commissioning activities are completed according to company standards and timelines.
• After-Sales Service & Customer Support
• Manage the overall after-sales service process, including technical support, troubleshooting, repairs, maintenance, and customer assistance.
• Act as a key point of contact for customers regarding post-sales technical and service-related issues.
• Ensure customer queries and service requests are addressed promptly and effectively.
• Build and maintain strong relationships with customers to improve satisfaction and retention.
• Collect customer feedback and identify recurring service issues and areas for improvement.
• Ensure customer concerns are resolved within agreed timelines.
• Troubleshooting & Technical Support
• Diagnose and support the resolution of technical issues related to drones, components, systems, and associated software.
• Guide service engineers and technicians in troubleshooting and resolving complex technical problems.
• Support field teams in handling breakdowns, technical complaints, and service escalations.
• Ensure timely resolution of technical issues and minimize equipment downtime.
• Maintain up-to-date knowledge of drone technologies, components, software, upgrades, and service procedures.
• Warranty, Repair & Maintenance Management
• Develop and manage warranty and service guidelines for drone products.
• Oversee warranty claims, repairs, replacements, and service requests.
• Establish structured repair and preventive maintenance procedures.
• Ensure repairs and maintenance are completed efficiently and according to company standards.
• Maintain accurate records of repairs, replacements, warranty claims, and customer service history.
• Monitor recurring failures and coordinate with technical and product teams to identify root causes.
• Team Management
• Lead, train, and mentor the after-sales service team, including service engineers and technicians.
• Allocate service activities and manage field service schedules based on business requirements.
• Monitor team performance and provide regular feedback and guidance.
• Ensure the team follows company service standards, safety procedures, and technical processes.
• Build a customer-focused and solution-oriented service culture within the team.
• Service Performance & Process Improvement
• Track key service metrics such as response time, resolution time, customer satisfaction, repeat complaints, and service turnaround time.
• Identify gaps in existing service processes and implement improvements.
• Develop and improve service procedures, maintenance programs, and support processes.
• Prepare regular reports on service performance, customer feedback, warranty claims, repairs, and major service issues.
• Use service data and customer feedback to improve service quality and operational efficiency.
• Cross-Functional Coordination
• Work closely with Sales, R&D, Product, Production, and Operations teams to resolve customer and technical issues.
• Share recurring customer issues and product feedback with R&D and Product teams for product improvement.
• Coordinate with Production and technical teams on product-related service concerns.
• Support the development and improvement of service manuals, technical documentation, troubleshooting guides, and standard operating procedures.
• Ensure effective communication between field service teams and internal departments.
  

Required Skills & Competencies

• Strong knowledge of drone/UAV technology, components, systems, and operations.
• Hands-on experience in troubleshooting, repair, maintenance, and technical support.
• Good understanding of drone commissioning, installation, testing, and deployment.
• Strong customer handling and communication skills.
• Good problem-solving and decision-making abilities.
• Ability to manage multiple service locations, customer requirements, and service teams.
• Strong team management and leadership skills.
• Ability to work effectively with technical and cross-functional teams.
• Good knowledge of service documentation, reporting, and service management processes.
• Willingness to travel to customer locations and support field service requirements.
  

Educational Qualifications

• Bachelor's degree in Engineering, preferably in Electronics, Electrical, Mechanical, Aerospace, Robotics, or a related field.
• Additional certification in UAV/Drone Technology, Aviation, Robotics, or a related technical field will be an added advantage.
  

Experience

• 7–10 years of experience in after-sales service, technical support, field service, service operations, or a related technical function.
• Prior experience in the drone/UAV industry is mandatory, preferably in after-sales service, technical support, commissioning, field service, or service operations.
• Experience in the aviation industry will be an added advantage.
• Previous experience managing service engineers, technicians, or field service teams is preferred.
  

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality.
• Average response and resolution time for service requests.
• Successful drone installations and commissioning.
• Reduction in repeat complaints and recurring technical issues.
• Warranty claim and repair turnaround time.
• Equipment uptime and service efficiency.
• Service team productivity and performance.
• Customer feedback and service escalation resolution.
  

Compensation

Competitive compensation is open to discussion based on experience and suitability for the role.