Head Aftersales

Head – Aftersales

Location: Pune

Industry: CNC / Fiber Laser / Plasma / Industrial Capital Equipment

We are looking for an experienced Head – Aftersales to lead our pan-India service and aftermarket operations.

Key Responsibilities

• Lead service, breakdown support, commissioning, warranty and preventive maintenance

• Drive growth in spares, AMC, service and retrofit business

• Improve customer retention and consumables recapture from the installed base

• Improve service SLA, first-time-fix rate and reduce repeat breakdowns

• Develop and monitor Regional Service Managers and Service Engineers

• Build technical competency and certification programs

• Standardize service, commissioning and warranty processes

• Drive CRM-based service monitoring, dashboards and regular KPI reviews

• Coordinate with Sales, Stores, SCM and technical teams for effective customer support

Key KPIs

• Customer satisfaction and service SLA

• First-Time Fix Rate and repeat breakdown reduction

• On-time commissioning

• Growth in Spares, AMC, Service and Retrofit revenue

• Customer retention and recapture

• Engineer productivity and team development

Candidate Profile

• 12–18+ years in Aftersales / Service / Aftermarket leadership

• Experience in industrial capital equipment, CNC, machine tools, automation, Fiber Laser or Plasma preferred

• Strong commercial understanding of spares, AMC and retrofits

• Experience managing multi-location service teams

• Strong customer handling, leadership and process-management skills

• Good exposure to CRM/ERP and data-driven service management