Role Purpose

Lead and manage the full aftersales function for industrial printing systems and production line equipment, ensuring exceptional customer satisfaction, high uptime, and profitable service operations.

This role oversees service delivery, preventive maintenance, breakdown response, spare parts operations, warranty management, technical support, budgeting, forecasting, and team leadership.

Responsible for growing aftersales revenue (service contracts, parts, consumables), optimizing response times, and ensuring strong customer loyalty.

Key Responsibilities

1) Aftersales Strategy & Service Planning

• Develop the annual Aftersales business plan, including revenue targets for services, spare parts, and consumables.
• Create preventive maintenance programs, service contract models, and lifecycle service offerings.
• Analyze installed base and generate upgrade/retrofit opportunities.
• Ensure alignment with sales, operations, and technical departments.

2) Service Operations Management

• Oversee daily operations: preventive maintenance, breakdown calls, installations, commissioning, FAT/SAT support, and troubleshooting.
• Maintain strict SLA performance for response time, resolution time, and uptime guarantees.
• Ensure engineers follow service procedures and safety standards across all site visits.
• Implement standard job planning, dispatching, and escalation workflows.

3) Technical Support & Customer Satisfaction

• Lead first and second‑line technical support, including remote diagnostics and on‑site troubleshooting.
• Conduct root‑cause analysis for recurring issues and implement corrective actions.
• Maintain high customer satisfaction and NPS via regular customer reviews and service performance reporting.
• Serve as the senior escalation point for critical breakdowns.

4) Spare Parts & Consumables Management

• Manage the full spare parts cycle: stock planning, minimum quantities, reorder rules, and supplier coordination.
• Monitor parts availability, replenishment, and accuracy of inventory.
• Ensure pricing discipline and develop spare‑parts sales campaigns.

5) Warranty & Contract Management

• Oversee warranty claims, validations, replacements, and manufacturer escalations.
• Manage AMCs/SLAs: renewals, upsells, contract profitability, and service-level compliance.
• Develop templates for service agreements and performance reporting.

6) Financial Management, Budgeting & Forecasting

• Prepare and manage the Aftersales budget: revenue, cost of service, spare parts stock, tools, and training.
• Deliver accurate monthly and quarterly forecasts for service revenue, parts sales, labor utilization, and contract performance.
• Improve departmental profitability through labor efficiency, parts margins, and optimized scheduling.

7) Team Leadership & Development

• Recruit, train, and coach service engineers and coordinators.
• Build a high-performance culture around safety, discipline, and technical excellence.
• Conduct performance evaluations, field audits, and technical assessments.
• Develop training plans on equipment (printing systems, conveyors, inspection, packaging machines, automation).

8) Cross-functional Collaboration

• Work closely with Sales to provide technical insights, support demos, and ensure customer handover.
• Align with Supply Chain for parts forecasting and inventory optimization.
• Coordinate with Finance for warranty costs, service billing, and cost control.
• Support Marketing with case studies and aftersales campaigns.

9) Reporting & Systems

• Maintain accurate service logs, job reports, and customer histories in CRM/ERP (e.g., Dynamics 365).
• Develop dashboards for response time, first-time fix rate, uptime, and service revenue.
• Track engineer utilization, productivity, and KPIs.

Skills

Qualifications & Experience

• Bachelor’s degree in Mechanical/Electrical/Mechatronics Engineering or related technical field.
• 7–10+ years experience in industrial aftersales/service management, including field service leadership.
• Experience with industrial printing (CIJ, TIJ, TTO, Laser) and/or production line equipment (conveyors, packaging, robotics, inspection).
• Strong understanding of automation, PLC basics, communication protocols, and industrial safety standards.
• Proficiency in CRM/ERP, service scheduling systems, and reporting tools (Dynamics 365, SAP, or equivalent).
• Valid driver’s license; ability to travel as required.

Skills & Competencies

• Technical depth in electromechanical systems, printing technologies, and automation devices.
• Strong leadership, coaching, and conflict‑resolution skills.
• Excellent planning, scheduling, and workforce management abilities.
• High customer‑orientation and communication skills.
• Problem-solving, root-cause analysis, and continuous improvement mindset.
• Commercial understanding of service pricing, contract profitability, and spare parts operations.
• Strong organizational discipline and documentation accuracy.