Dy Manager (After Sales And Service)
Current• Provided online technical support and guidance to domestic and international customers and regional engineers for the erection, commissioning, and troubleshooting of various induction heating applications.• Conducted techno-commercial discussions with customers, prepared and submitted offers, negotiated terms, and finalized and dispatched spare parts and AMC (Annual Maintenance Contract) orders.• Oversaw the erection and commissioning of new installations on-site, ensuring performance met the commitments made by the sales and design teams.• Customer complaint (CCRP), erection, and commissioning• Participated in cross-functional business process improvement activities as needed.• Set and monitored spares sales, service, and AMC targets for the service team, tracking performance by engineer and region on a monthly and quarterly basis.• Trained newly joined engineers and customer maintenance and operational teams.• Demonstrated strong understanding of electrical drawings and project planning and provided online remote support for erection and maintenance.• Exhibited proficiency in computer use, communication, organizational skills, people management, and collaboration.• Applied problem-solving abilities and participated in external and internal audits.• Scheduled service team activities, including daily, weekly, and monthly planning.• Provided technical review and diagnostic support for warranty and non-warranty repairs, developing and directing complex repair plans.• Managed field service events recorded in Salesforce, ensuring timely customer support and tracking each service event from initial call to closure, while maintaining Service Level Agreements (SLA).• Reviewed and analyzed CCRP reports, field failure reports, CAPA reports, warranty reports, ISO audits, SAP, Salesforce, and MRN reports.
