After Sales Service Manager

After Sales Service Manager | Pan India
Servokon Systems Limited is looking for an experienced and result-oriented After Sales Service Manager to lead and manage Pan-India after-sales service operations for our power and electrical equipment business.
The role will be responsible for managing a large field service network of Area Service Managers, Service Engineers, Service Coordinators and Calling/Support Teams, ensuring timely resolution of customer complaints, efficient service operations and strong customer satisfaction.
Key Responsibilities
Lead and manage Pan-India After Sales Service Operations, ensuring effective coordination across all regions.
Manage and guide a large service team of Area Service Managers, Service Engineers, Service Coordinators and support/calling teams.
Plan, allocate and monitor installation, commissioning, breakdown, preventive maintenance and complaint-related service activities.
Ensure adherence to defined TAT/SLA for customer complaints and service requests.
Monitor regional service performance, manpower productivity, pending complaints and ageing cases.
Review and analyse daily/weekly/monthly MIS, KPI reports and management dashboards and take corrective actions wherever required.
Prepare and present management-level service reports, dashboards and performance updates.
Handle critical customer escalations and ensure timely resolution through proper coordination with the concerned teams.
Coordinate closely with Management, Sales, Projects, Production, Stores, Quality and other departments for smooth execution of customer commitments.
Ensure proper follow-up of pending service cases, material requirements, site visits and technical resolutions.
Establish accountability within the service hierarchy and ensure effective performance monitoring of regional teams.
Develop and implement standardized after-sales service processes, reporting systems and performance tracking mechanisms.
Identify recurring service issues and drive corrective and preventive actions to improve customer experience.
Ensure proper documentation, service records and closure of customer complaints.
Support manpower planning, team development, performance evaluation and capability building of the service function.
Product Exposure
Candidates with experience in Transformers, Servo Voltage Stabilizers, Power Conditioning Equipment, HT/LT Panels and related electrical/power equipment will be preferred.
Experience with products such as Distribution Transformers, Power Transformers, Furnace Transformers, Solar/Inverter Duty Transformers, Dry Type Transformers, Compact/PSS/CSS Substations and Servo Voltage Stabilizers will be an advantage.
Candidate Profile
8–15+ years of relevant experience in After Sales Service / Field Service / Service Operations, preferably in the electrical, power equipment, transformer or industrial equipment industry.
Proven experience in managing large and geographically distributed service teams.
Strong experience in installation, commissioning, troubleshooting, breakdown management and customer complaint resolution.
Experience managing Area Service Managers / Regional Service Teams / Field Engineers.
Strong command of MIS, Excel, KPI tracking, dashboards and management reporting.
Excellent coordination and stakeholder-management skills.
Strong leadership, decision-making and problem-solving abilities.
Ability to work under pressure and manage multiple regional escalations simultaneously.
Qualification
Diploma / B.E. / B.Tech in Electrical, Electrical & Electronics, Electronics or EEE.
Key Skills
After Sales Service | Pan-India Service Operations | Large Team Management | Field Service Management | Installation & Commissioning | Transformer & Power Equipment | Complaint Management | TAT/SLA Management | MIS & Dashboards | KPI Management | Customer Escalation | Management Reporting | Cross-functional Coordination | Process Improvement | Leadership
Location: Noida
Coverage: Pan India
Employment Type: Full-time

Work arrangement
No