Sr Manager After Sales Service

Gemini Power Hydraulics; Thane, Navi Mumbai, Mumbai; On-site; INR 420,000 - 620,000; Full time

Job summary

Gemini Power Hydraulics Pvt. Ltd. is seeking a service and sales-focused professional to drive new leads for AMC and spares, manage timelines, and ensure timely management reporting.

The role emphasizes safety, customer satisfaction, and timely commissioning of machines with training per PO. The incumbent will coordinate parts operations, warranty and labor claims, and coordinate site logistics while maintaining Salesforce-based service records and timely quotations to win AMC contracts and

Responsibilities

• Generating new leads and following up for AMC and spares revenue opportunities.
• Ensure adherence to functional reports and work timelines.
• Highlight deviations to management at the earliest.
• Minimize accidents by adherence to safety norms.
• Drive team performance through regular reviews of skills and behavior.
• Maintain customer satisfaction indices.
• Oversee parts operations and on-site commissioning and training per PO.
• Ensure payment is received as per agreed terms before service execution.
• Pre-delivery inspection of machines and verify proper function prior to dispatch.
• Pre-inspection of spares from OEM and quality check to dispatch to site.
• Attend under warranty machine breakdowns within 2 days of complaint.
• Design quarterly visit calendar aligned to AMC maintenance and part-fitment.
• Complete service of materials within 1 week of spare receipt and inform commercial team.
• Submit quotations for spares and services within 2 days of need identification.
• Close all customer complaints within 10 days (no spare) or within 1 month (with spares).
• Ensure all planned visits are attended and service reports are submitted in Salesforce daily.
• Inspection and quotation creation within 4 working days after receipt of material at warehouse.
• Update weekly/monthly calendars for chargeable breakdowns and commissioning requests.
• Arrange transportation of machines and accessories as per customer PO.
• Process warranty and labor claims with OEMs within 2 days.

Job description

Role & responsibilities

• Generating New Leads & Follow up on the same for New Revenue Generation opportunities in AMC & Spares Business
• Ensuring adherence to discipline of functional reports & work timelines
• Ensuring highlighting deviations if any to management at the earliest
• Minimizing accidents & incidents by adherence/ awareness of safety norms
• Improving Team member performance by regular reviews of Team Members vis-a-vis performance, skills & behavioral requirements of Gemini
• Customer Satisfaction Index
• Parts operations
• Ensure commissioning of machines & provide training as per purchase order
• Ensuring payment is received as per agreed terms before service execution
• Pre delivery inspection of the machine as per customer PO and ensuring the proper functions of the machine before dispatch to customer.
• Pre inspection of spares received from OEM / quality check of spares by technical engineer at our works & ensuring to dispatch at correct site & concerned person.
• Attend under warranty machines breakdown within 2 days of complaints received
• Design a quarterly visit calendar aligning to the AMCs maintenance & part-fitment for every geographic area.
• Ensure completion of service of the material within 1 week of receipt of spares & inform commercial team on day of completion
• Ensure Quotations (for spares & services) are submitted to customer within 2 days of need identification for AMC Customers/ Non-AMC Customer
• Ensure that all customer complaints are closed within 10 days for minor complaints without spares & within 1 month for major complaint, with spares
• Ensure that all planned visits are attended and completed satisfactorily & service reports are submitted in Salesforce on Daily basis
• Inspection & quotation making within 4 working days after receipt of material at warehouse
• Update weekly/ Monthly calendars for handling chargeable breakdown & commissioning requests
• Arrange for transportation of machine & any additional fitments as required in customer PO
• Process the warranty claims/ labor claims with OEMs within 2 days