Manager- After Sales

Isgec Heavy Engineering Ltd.; Yamunanagar; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Isgec Heavy Engineering Ltd. in India seeks an experienced professional to lead after-sales activities for the Machine Building Division. You will own ISO compliance, resolve technical customer complaints, and manage spare parts for mechanical and hydraulic presses.

The role requires strong leadership, ability to interpret drawings and BOMs, coordinate with design/production/quality teams, and drive continual improvements in after-sales processes.

Qualifications

• Minimum 10+ years in heavy engineering after-sales/service.
• Experience in spare parts management and technical documentation.
• Exposure to ISO/QMS activities and CAPA processes.
• Experience with mechanical and hydraulic presses and related machinery.
• Leadership experience at Manager/Senior Manager level.

Responsibilities

• Lead after-sales activities for the Machine Building Division, ensuring ISO compliance and CAPA.
• Manage technical customer complaints, investigations, and timely resolutions.
• Identify and manage spare parts requirements, BOMs, and order processing.
• Coordinate with Design, Production, Quality, and Service teams for root cause analysis.
• Prepare periodic reports and drive continual improvements in after-sales processes.

Skills

Technical understanding of mechanical

Interpret engineering drawings

BOMs and spare parts specifications

ISO standards, QMS, CAPA

Education

BE / B.Tech in Mechanical/ Electrical Engineering

Job description

We are looking for an experienced professional to lead after-sales activities for the Machine Building Division, with responsibility for ISO compliance, technical customer complaint resolution, and spare parts management for mechanical presses, hydraulic presses, and associated machinery.

Key Responsibilities

1. Technical Customer Complaint Management

• Handle customer complaints related to mechanical presses, hydraulic presses, machine performance, breakdowns, and component failures.
• Understand machine drawings, technical specifications, and equipment manuals to support complaint investigation.
• Coordinate with Design, Production, Quality, and Service teams for technical analysis and root cause identification.
• Ensure corrective and preventive actions are implemented and customer complaints are closed within defined timelines.

2. Spare Parts Management

• Identify and manage spare parts requirements for mechanical and hydraulic presses and associated machine components.
• Understand machine assemblies, component drawings, bills of materials (BOMs), and spare parts specifications.
• Coordinate technical clarification, quotations, availability, order processing, and dispatch of spare parts.
• Work with internal departments to ensure accurate parts identification and timely fulfilment of customer requirements.

3. ISO & Quality Management

• Manage applicable ISO requirements and Quality Management System (QMS) activities within the After-Sales Department.
• Coordinate ISO audits, documentation, non-conformities, and corrective and preventive actions (CAPA).
• Maintain records of customer complaints and ensure compliance with established quality procedures.

4. Customer Coordination & Reporting

• Manage customer communication and escalations regarding technical issues and spare parts requirements.
• Coordinate with relevant internal teams to resolve pending issues and improve customer satisfaction.
• Monitor complaint closure, spare parts orders, and quality-related activities.
• Prepare periodic reports and drive improvements in after-sales processes.

Educational Qualification

B.E. / B.Tech in Mechanical/ Electrical Engineering preferred.

Experience & Industry Background

• Minimum 10+ Exp required in Heavy Engineering Industry
• Relevant experience in after-sales service, spare parts management, customer complaint resolution, and ISO / QMS activities.
• Experience in heavy engineering, machine building, industrial machinery, mechanical presses, or hydraulic presses preferred.
• Experience in technical documentation, engineering drawings, BOMs, and machine components is desirable.
• Suitable for candidates with the leadership experience required for Manager / Senior Manager level.

Required Skills

• Technical understanding of mechanical and hydraulic machinery.
• Ability to interpret engineering drawings, BOMs, and spare parts specifications.
• Knowledge of ISO standards, QMS, audits, and CAPA.
• Strong customer complaint handling, coordination, and problem-solving skills.