Roles and Responsibilities :

- Manage key accounts, identifying recent business opportunities and developing strategies for revenue expansion.
- Lead cross-functional teams to deliver industrial automation solutions, ensuring timely project execution and customer satisfaction.
- Conduct process audits and implement improvements to increase efficiency and reduce costs.
- Develop strong relationships with clients, understanding their needs and providing tailored solutions.

Job Requirements :

- 12-16 years of experience in industrial automation, preferably in the oil & gas industry.
- Implement After-sales strategy for assigned region and review the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty.
- To institutionalise a customer-centric approach in the organisation by proactively identifying gaps within the team and resolving the same with structured action plans.
- Pitching for all types of services including- AMC, 24*7 Support contract, modifications & upgrades, spare parts sales ensuring that the targets are met.
- Negotiate, finalise, renew and monitor contracts and orders with customers to ensure smooth operations of automation equipment deployed at the customer end.
- Establish adequate systems and processes and monitor performance metrics to ensure a smooth handover from projects along with effectiveness and efficiency of aftersales operations at the site.
- Identify trends and patterns in customer-reported issues, work collaboratively with cross-functional teams to develop data-driven solutions,



and execute improvement initiatives aimed at reducing errors and ensuring optimal equipment uptime and reliability.
- Gather market intelligence and competitor insights to develop effective after-sales strategies that create a unique value proposition and strengthen customer loyalty toward Addverb After Sales services.
- Maximize customer satisfaction through exceptional service delivery, resulting in increased customer retention, repeat business, and referrals.
- Maintain end-to-end visibility of service tickets and implement effective corrective actions to prevent recurrence of issues.
- Ensure adherence to the escalation matrix so that the SLAs are not breached in the region to ensure high customer morale and satisfaction.
- Collaborate with cross-functional teams such as SCM, purchase, design, production, quality, product development, project team etc. to resolve issues and improve product/service quality and customer satisfaction.
- Engage with customers by visiting assigned sites to understand their key performance indicators, identify improvement opportunities, and provide proactive resolutions to open issues, thereby driving higher customer satisfaction.
- Support the Sales team to provide competitive offers and packages that help reduce the overall cost of ownership of automation.
- Achieve 100% SLAs for uptime, preventive maintenance and resolution time.
- Develop, coach, and motivate the after-sales team to achieve business objectives and performance targets.
- Achieve 100% conversion on total spare quotations submitted.
- Achieve 100% compliance on Project takeover checklist from Project to After Sales team.

📌 Senior Manager (Noida)
🏢 Addverb Technologies
📍 Noida