About the Role
We are looking for a Senior After-Sales Support Manager with strong experience in managing on-site service teams and supporting customers in the oil & gas industry. The ideal candidate will be an expert in instrumentation products and will lead our after-sales function to ensure high customer satisfaction, timely service delivery, and long-term client relationships.
Key Responsibilities
- Lead & Manage Service Teams
- Manage, mentor, and develop on-site service engineers and technicians across multiple customer locations.
- Plan and allocate resources for installation, commissioning, troubleshooting, and maintenance activities.
- Monitor team performance using clear KPIs (response time, resolution time, uptime, etc.).
- Customer & Stakeholder Management
- Act as the primary point of contact for key customers for all after-sales and service-related matters.
- Understand client requirements, operating conditions, and pain points, and translate them into actionable service plans.
- Handle escalations professionally and ensure issues are closed with sustainable solutions.
- Technical Expertise Oil & Gas Instrumentation
- Provide expert support on instrumentation products such as transmitters, sensors, valves, controllers, analyzers, PLC/SCADA interfaces, and related systems.
- Guide the team in diagnosing complex issues and recommending corrective and preventive actions.
- Support pre-sales and sales teams with technical insights, site feedback, and application-oriented solutions.
- Service Operations & Process Excellence
- Oversee preventive and breakdown maintenance schedules at customer sites.
- Ensure proper documentation of service reports, site visit logs, and technical findings.
- Drive continuous improvement in service processes, spares planning, and turnaround time.
- Commercial & Contract Management
- Support in negotiating and managing AMCs (Annual Maintenance Contracts) and service-level agreements.
- Track and control service costs, optimize resource utilization, and contribute to after-sales revenue targets.
- Compliance, Safety & Quality
- Ensure adherence to HSE (Health, Safety & Environment) guidelines at all customer locations.
- Ensure compliance with industry standards and internal quality procedures.
