Job Responsibilities – After-Sales Manager
• Manage overall after-sales activities, including service, spare parts, AMC, modification, and retrofit requirements.
• Maintain solid relationships with existing customers and ensure high customer satisfaction.
• Handle and monitor customer complaints and service requests, ensuring timely resolution.
• Coordinate with the Service, Sales, Engineering, Production, and SCM teams to resolve customer issues.
• Review customer requirements and ensure the correct machine parts, specifications, and part numbers are identified.
• Prepare, review, and approve quotations for spare parts, AMC, service, modification, and retrofit activities.
• Ensure timely responses to RFQs (Request for Quotations) and customer enquiries.
• Develop and grow after-sales revenue through spare parts, AMC, service contracts, upgrades, modifications, and retrofit opportunities.
• Follow up on submitted quotations and convert opportunities into purchase orders and service orders.
• Monitor pending payments and outstanding receivables and coordinate with customers and the Finance team for timely collection.
• Review customer POs, payment terms, and order requirements before order processing.
• Ensure timely processing and delivery of spare parts and service materials as per customer requirements.
• Plan and monitor AMC renewals, preventive maintenance,



breakdown services, and other service contracts.
• Monitor the performance of the after-sales/service team and allocate customer requirements to the appropriate team members.
• Track service response time, complaint closure time, quotation conversion, sales, and customer satisfaction.
• Identify opportunities for repeat business, upgrades, machine modifications, and additional equipment/services from existing customers.
• Maintain proper records of customer enquiries, quotations, service reports, orders, complaints, and follow-ups.
• Conduct regular reviews of after-sales sales pipeline and pending activities and report the status to management.
• Coordinate with customers regarding service schedules, engineer visits, spare-part requirements, and machine-related issues.
• Provide regular MIS/management reports covering after-sales sales, service activities, pending quotations, complaints, AMC status, and receivables. Key KPIs for an After-Sales Manager:
• After-sales revenue
• Spare parts sales
• AMC sales and renewals
• Quotation-to-order conversion
• RFQ response time
• Customer complaint closure time
• Service response time
• Outstanding payment collection
• Customer retention
• Repeat orders
• Customer satisfaction
• Service team performance

📌 Aftersales Manager (Hyderabad)
🏢 Tofflon India
📍 Hyderabad