Head – Aftersales

ProArc Welding & Cutting Systems Pvt. Ltd.; Pune District; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

ProArc Welding & Cutting Systems Pvt. Ltd. seeks a seasoned Head – Aftersales to lead our pan-India service and aftermarket operations.

The role focuses on managing service delivery, warranty, and preventive maintenance across locations, while driving growth in spares, AMC and retrofit offerings. The candidate will build regional teams, enhance customer retention, and implement data-driven service management using CRM/ERP systems.

Qualifications

• 12–18+ years of Aftersales / Service / Aftermarket leadership experience.
• Experience with 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.

Responsibilities

• Lead pan-India service and aftermarket operations including service, breakdown support, commissioning, warranty and preventive maintenance.
• Drive growth in spares, AMC, service and retrofit business.
• Improve customer retention and consumables recapture from 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.

Skills

Aftersales Leadership

CRM Proficiency

ERP Proficiency

Multi-location Management

Customer Handling

Tools

CRM

ERP

Job description

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
• 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