Job Description:

Core Responsibilities

- Customer Relationship Management: Building and maintaining solid relationships with clients to ensure long-term retention and advocacy. Especially with the Maintenance Department Heads
- Service Operations Management: Overseeing daily after-sales activities, including installation, repairs, and both online technical support and on-site technical support.
- Complaint & Dispute Resolution: Acting as the primary escalation point for dissatisfied customers, handling warranty cases and product quality issues.
- Team Leadership: Managing Service engineers, hiring, training & travel schedule.
- Financial Control: Managing operational costs, optimise travel and accommodation expenses of Service engineers.
- Growth: Identifying upsell and cross-sell opportunities,



such as extended warranties, service contracts, or accessories.
- Performance Monitoring: Tracking key performance indicators (KPIs) like Customer Satisfaction Score (CSAT), and first-time fix rates.

KPI

Metric

Description

CSAT

Measures overall customer satisfaction and loyalty.

First-Time Fix Rate

Percentage of issues resolved during the first service visit.

Retention Rate

Percentage of customers who continue to use the company's services.

Warranty Claim Rate

Frequency and resolution speed of warranty-related issues.

📌 After Sales Service Manager (Rajkot)
🏢 RECEX
📍 Rajkot