Job Summary
The Head – After Sales will be responsible for building a structured, process-driven, and customer-focused after-sales function. The role will primarily focus on SOP development, process improvement, system implementation, service strategy, and enhancing customer experience. The position requires a technically strong professional who understands service operations, automation, and continuous improvement methodologies.
Key Responsibilities
1. SOP Development & Process Structuring
- Design and implement end-to-end After Sales SOPs
- Standardize complaint handling, installation, service, and replacement workflows
- Create clear escalation matrix and service timelines
- Define structured ticket lifecycle and ownership model
- Ensure SOP compliance across team
2. Process Improvement & Optimization
- Identify process gaps and implement improvement initiatives
- Reduce complaint resolution time through workflow optimization
- Implement automation in service tracking and follow-ups
- Establish continuous improvement culture in the department
- Introduce service quality control checkpoints
3. System & Technology Implementation
- Strengthen usage of CRM / Helpdesk tools (Zoho Desk or similar)
- Design structured ticket categorization and priority system
- Implement dashboards for real-time service monitoring
- Develop data-driven service decision framework
- Ensure documentation and knowledge base creation
4. Customer Experience Enhancement
- Design customer communication standards
- Improve response time and resolution quality
- Introduce customer satisfaction tracking mechanism
- Develop proactive service approach
- Reduce repeat complaints through root cause analysis
5. Strategy & Department Development
- Build long-term After Sales strategy aligned with company growth
- Develop scalable service structure for expansion
- Define service SLAs and performance benchmarks
- Introduce preventive service planning (where applicable)
- Implement structured service review mechanisms
6. Technical & Service Understanding
- Understand product technical issues and service challenges
- Guide team in technical troubleshooting framework
- Work closely with Purchase and Product team for issue resolution
- Standardize technical diagnosis process
- Build technical documentation and service guidelines
7. Data Analytics & Reporting
- Monitor and improve key service metrics:
- TAT (Turnaround Time)
- First Response Time
- Closure Rate
- Repeat Complaints
- Customer Satisfaction Score
- Prepare weekly and monthly process improvement reports
- Use data for predictive service planning
8. Team Capability Development
- Train team on SOPs and structured communication
- Build process ownership within team
- Develop second-line leadership
- Conduct periodic process audits
Key Performance Indicators (KPIs)
- SOP implementation success rate
- Reduction in complaint resolution time
- Customer satisfaction improvement
- Reduction in repeat complaints
- System adoption and compliance
- Process efficiency improvement
- Service backlog reduction
Required Skills & Competencies
- Strong process-oriented mindset
- Expertise in SOP creation and workflow design
- Experience in CRM / Helpdesk systems
- Strong analytical and problem-solving ability
- Technical understanding of service operations
- Customer experience improvement knowledge
- Project management and implementation skills
- Excellent interdepartmental coordination
Preferred Candidate Profile
- Technical background (Engineering preferred)
- Experience in manufacturing / lighting / electrical industry preferred
- Strong exposure to service process transformation
- Experience in automation and system-driven operations
- Hands-on approach to operational improvements
Qualification & Experience
- Graduate in Engineering / Technical Discipline preferred
- MBA (Operations / Service Management) is an added advantage
- 5–7 years of experience in After Sales / Service Operations
- Minimum 3–5 years in process-driven leadership role
Salary Package - 500000-60000 Monthly
