General Manager - After Sales Service (Heavy Equipment)

General Manager - After Sales Service (Heavy Equipment)

Develop and implement after-sales strategies aligned with business objectives.

Analyze market trends and customer feedback to identify new opportunities for service improvement.

Forecast and manage after-sales revenue and cost budgets.

Responsibilities:

• Develop and implement after-sales strategies aligned with business objectives.

• Analyze market trends and customer feedback to identify new opportunities for service improvement.

• Forecast and manage after-sales revenue and cost budgets.

• Oversee service center operations, field service teams, and maintenance contracts.

• Ensure optimal performance of workshop operations including TAT (Turnaround Time), quality control, and technician productivity.

• Implement and monitor standard operating procedures (SOPs) for service delivery.

• Manage inventory and procurement of spare parts to ensure timely availability.

• Work closely with OEMs and suppliers to optimize pricing, stock levels, and delivery times.

• Analyze parts turnover and aging reports to control obsolescence.

• Establish and maintain high levels of customer satisfaction through prompt and effective service delivery.

• Lead the resolution of major service issues, warranty claims, and customer complaints.

• Develop loyalty programs and initiatives to retain key customers.

• Lead and manage a team of service engineers, technicians, parts managers, and customer service personnel.

• Recruit, train, and develop staff to improve service capabilities and performance.

• Foster a culture of continuous improvement and safety.

• Manage warranty processes and ensure compliance with OEM standards.

• Coordinate with technical teams for troubleshooting and diagnostics support.

• Liaise with OEMs on technical bulletins, product improvements, and root cause analysis.

• Ensure compliance with health, safety, and environmental regulations.

• Maintain service records and generate regular performance and KPI reports for senior management.

Qualifications:

• Bachelor’s degree in Mechanical Engineering or equivalent (Master’s degree preferred).

• 10+ years of experience in after-sales or service management in the heavy equipment or related industry.

• Strong leadership, communication, and customer service skills.

• Deep knowledge of hydraulic, electrical, and mechanical systems in heavy machinery.

• Proficiency in service management systems (ERP, CRM, etc.).

Retail & Consumer Products 11-50 employees

Establish since 2019, PT Maximus Indo Asia is the Dealer of Shantui and Maximus for Chinese’s heavy equipment series, SDEC (Shanghai Diesel Engine Corporation) for Chinese’s Engine and MOBA for German’s sensor.

Supported by profesional expertise whom already experienced not less than 10 years in their field and also fully supported by the manufacturers.

Each sale of Heavy Equipment from PT. Maximus Indo Asia is always supplied with totally of after sales service. We concern that our products should always be in ready to be operated at all times and condition.

Establish since 2019, PT Maximus Indo Asia is the Dealer of Shantui and Maximus for Chinese’s heavy equipment series, SDEC (Shanghai Diesel Engine Corporation) for Chinese’s Engine and MOBA for German’s sensor.

Supported by profesional expertise whom already experienced not less than 10 years in their field and also fully supported by the manufacturers.

Each sale of Heavy Equipment from PT. Maximus Indo Asia is always supplied with totally of after sales service. We concern that our products should always be in ready to be operated at all times and condition.