Regional Customer Support Manager - Heavy machinery

ROLE OBJECTIVE:-

• To handle and strengthen customer relationship.

• To capture the untapped aftermarket business opportunities for products in the region.

• To develop quality cuslomer support organisation to met the fulure demand, recruit and manage talent.

• To ensure zero deviation in safety  and compliance in daily business.

• To achieve assigned KPls for aftermarket business.

RESPONSIBILITIES:-

Stategic:-

• Strategizes customer support plan in coordination with the Regional Head to increase revenue through service and parts sales across market.

• Formulates plan for ensuring proactive service across the region lo create delightul customers by meeting their requirements in time.

• Plans training camps for Customers.

• To strategize succession planning by developing and upgrading skills of subordinates.

Financial:-

• To achieve targeted customer support turnover through parts sales & service delivery.

• Monitors and ensures positive working capital throughout the financial year.

• To strive for better debtors control.

• To ensure no bad debts throughout the financial year.

• Adheres to the planned budget for ensuring cost minimization.

Operational:-

• To book orders for material handling product (Crane, Reach stacker, Imported & MOCG products) parts and for service delivery Job Description.

• To book orders for refurbishment of MHS products sold long ago and for new customers.

• To ensure service delivery at post sales commissioning time for MHS products.

• To also ensure customer service delivery through post commissioning customer training.

• Ensures minimum rectfication time for machines under warranty or post warranty.

• To visit customers ona regular basis to promote customer value oferings from the organization end and also to establish a good relationship with them.

• To ensure timely collection of pending C-forms from the respective customers.

• To regularly Manages inventory of parts efficiently mainly for non-moving stock.

• To improve business operations thrOugh ERP implementation based on the outcomes of internal audit.

• To regularly monitor health checkup of machine sold in the region.

• To issue service report & machine health check card accurately to customers to meet customer satisfaction.

• Reviews customer complaints, feedbacks, AMC visits, pending service request and service revenue status on a daily basis.

• To conduct service meeting with regional offices on a regular basis to keep abreast with information related to customer support activities.

• To monitor overhauling work of manufactured MHS products in the regional workshops.

• To ensure preparation of a list of critical service issues every month to handle and act to resolve the same.

People Management:-

• Ensures timely PMS completion adhering to the specific procedures.

• Ensures succession planning for all critical positions.

• Identifies the training needs for junior management/ front line executives and recommend trainings for their skill development.

• Evaluates the benefits after trainings.

• Manage role conflicts within the team

REQUIREMENT:-

• Education - B.tech only

• Experience - 12+ years of experience in Material handing product service and parts business.

• Industry Preferred - Knowledge of Material Handling Products/ Heavy machinery/ Mining/ Construction/ stretegic planning.

Place of work