Technical Sales Support Manager

Job description

Role & responsibilities : ASC development & aftermarket business of Commercial Building Services( CBS) and Waste Water Management ( WWW) . Preferred candidate profile : • Develop and execute a PAN India service growth strategy for the Commercial Building Services (CBS) and Wastewater (WWW) segments. • Drive the development, expansion, and capability enhancement of Authorized Service Centers (ASCs) across India to ensure effective service coverage and customer support. • Achieve and exceed annual spare parts order intake, revenue, and profitability targets through strategic planning, channel development, and increased aftermarket penetration. • Establish, monitor, and improve key service performance indicators (KPIs) including spare parts order intake, response time, First Time Fix Rate (FTFR), customer satisfaction, complaint resolution, and ASC performance. • Develop and implement ASC business growth plans, performance scorecards, and service excellence programs to enhance operational effectiveness. • Mentor, coach, and develop ASC engineers and service teams across India to improve technical competency, service quality, and customer satisfaction. • Conduct customer awareness seminars, technical workshops, and maintenance programs to promote lifecycle service offerings, preventive maintenance practices, and spare parts business growth. • Enhance customer satisfaction and retention through proactive service engagement, technical reviews, structured complaint management, and periodic service audits. • Conduct customer satisfaction surveys and ensure implementation of corrective and preventive actions to continuously improve service quality. • Ensure timely resolution of customer complaints through effective coordination with ASCs, Branch Offices, Warranty Teams, Product Support, and Plant functions. • Prepare and maintain spare parts pricing strategies while ensuring compliance with management guidelines and profitability objectives. • Drive spare parts profitability through improved parts penetration, optimized inventory management, and effective spare stocking strategies at ASCs and Central Warehouse (CWH). • Provide technical guidance to ASC engineers for installation, commissioning, troubleshooting, root cause analysis (RCA), and corrective actions. • Gather field product performance feedback and collaborate with Product Management, QA, Manufacturing, and Engineering teams to support continuous product improvement initiatives. • Deliver product and service training programs for customers, ASCs, dealers, service partners, and KSB coordinators. • Coordinate with Central Warehouse, Supply Chain, and other stakeholders to ensure timely availability and delivery of spare parts. • Lead digital transformation initiatives, including AI-enabled analytics, service dashboards, predictive maintenance solutions, mobile service applications, and process automation to enhance business efficiency and customer experience. • Utilize data analytics to identify spare consumption trends, service opportunities, and ASC performance improvement areas. • Drive preventive maintenance, Annual Maintenance Contracts (AMC), retrofit, modernization, and other service-related business opportunities to expand aftermarket revenue streams. • Minimize customer complaint resolution time through effective deployment of service resources, spare availability, and ASC support. B. Work Performed • Appoint new Authorized Service Centers (ASCs) as per defined business expansion targets and service coverage requirements. • Develop and implement dedicated ASC policies for CBS and WWW segments. • Prepare, maintain, and upload annual spare parts price lists for CBS and WWW segments. • Conduct periodic ASC audits and develop action plans for capability enhancement and performance improvement. • Monitor ASC spare parts inventory and establish optimum stocking levels to ensure prompt and reliable customer service support. • Handle customer complaint escalations by coordinating with ASC Engineers, KSB coordinators, Warranty Teams, and other stakeholders. Visit customer sites, when required, to support root cause identification and resolution. • Conduct product, application, and service training programs for ASC personnel, customers, dealers, and KSB teams. • Lead digital transformation projects, including AI-driven analytics, service dashboards, predictive maintenance initiatives, mobile service applications, and business process automation. • Analyze service and spare parts data to identify consumption trends, business opportunities, and improvement actions. • Define, monitor, and review ASC performance scorecards covering service quality, response time, spare parts business, inventory management, audit compliance, and customer feedback. • Develop competency-building, succession planning, and capability development programs for ASC engineers and service coordinators. • Support the implementation of service excellence initiatives aimed at improving customer satisfaction, operational efficiency, and profitability. D. Independence of Operation • Independently manage ASC development, performance monitoring, and service capability enhancement programs across assigned territories. • Independently coordinate with ASC Engineers, Warranty Teams, Product Support, and Branch Offices to ensure timely customer complaint resolution. • Develop and implement appropriate ASC spare stocking strategies to support service responsiveness and customer satisfaction. • Recommend and execute corrective actions based on ASC audits, customer feedback, and service performance analysis. • Drive service improvement and digital transformation initiatives within the framework of organizational policies and guidelines. Technical Competencies : • Hydraulic system fundamentals and pump application engineering. • Pump installation, commissioning, troubleshooting, and performance analysis. • Knowledge of HVAC, hydropneumatics syst