After Sales Manager

Position Summary:
The After-Sales Manager is responsible for leading and managing the After-Sales Service function to ensure efficient and effective service delivery to customers, including addressing inquiries, executing upgrading projects, and maintaining customer relationships. The role involves strategic planning, operational control, and ensuring alignment with the company's business objectives. Additionally, the position oversees contract execution, cost control, and maintaining high standards of customer satisfaction.

Key Responsibilities / Duties:
1.    Customer Support & Relationship Management:
•    Attend to customer inquiries for plant modifications, process improvements, and spare parts with urgency.
•    Conduct regular visits to existing customers to maintain relationships and gather feedback on plant performance and market trends.
•    Develop counter-strategies based on customer feedback and market developments to enhance service offerings.
•    Maintain and manage customer accounts, ensuring accurate and up-to-date records of all interactions, transactions, and service requests.

2.    Contract & Project Management:
•    Monitor and coordinate upgrading contracts, ensuring proper execution, cost control, and compliance with contractual obligations.
•    Lead and guide project teams in the preparation and implementation of upgrading contracts, ensuring timely delivery and budget adherence.
•    Supervise and support the commissioning and start-up of equipment to meet customers’ final acceptance standards.
•    Conduct quality checks on procured equipment and ensure specifications are met before delivery.

3.    Cost & Quality Control:
•    Provide support during equipment costing to maintain budget compliance and cost efficiency.
•    Ensure quotations are competitive and align with budget estimates.
•    Maintain high standards of quality control through regular inspections and evaluations of equipment and services.

4.    Technical Support & Problem Solving:
•    Provide technical guidance and support to customers during start-up and after-sales activities.
•    Troubleshoot and resolve issues encountered during the installation, commissioning, and operation of equipment.
•    Analyze and resolve operational problems encountered during plant visits and provide competent advice for troubleshooting.

5.    Collaboration & Communication:
•    Collaborate with cross-functional teams, including Sales, Procurement, Logistics, and Engineering, to ensure cohesive project execution.
•    Maintain effective communication with customers to understand their needs and provide timely solutions.
•    Coordinate with the Sales team to clarify technical data for spare parts and provide accurate quotations.

 

Job Specifications
Qualification
•    Bachelor's degree in chemical / Process Engineering
Experience
•    3- 5 years' experience in engineering / maintenance for chemical industry
•    Experience in Edible Oil or Oleochemical industry is an advantage
•    Willing to travel on short notice