Manager - Customer Service and After Sales

Manager- CSD and After Sales

Job Description: Manager- CSD and After Sales – India Plant

What you do

This role of Manager (CSD & ASD)- Customer Service Department and After Sales Department is responsible for overseeing Demand Planning, customer order management, enhancing customer experience, and leading after-sales support operations for Chiller Manufacturing at the India Plant. This role requires strong leadership, deep operational understanding, and the ability to drive both customer service excellence and revenue growth. The position works cross-functionally with plant operations, field service teams, and customers to ensure seamless service delivery, order fulfillment, and customer satisfaction.

How will you do it

• Develop strong communication mechanisms with customers to understand and promptly address their requirements related to order fulfillment and service support. Act as the primary point of contact for order status updates, delivery timelines, and resolving inquiries, disputes, or complaints.
• Lead the after-sales operations for HVAC oversees the entire lifecycle of a customer order—from the initial quote and entry to fulfillment, tracking, and billing Troubleshoot order discrepancies.
• Review and coordinate customer orders for standard and non-standard products; confirm delivery schedules and ensure timely order processing.
• Establish and refine sales order forecasting systems to support materials planning, especially for long lead-time items.
• Promote on-time pickup of finished goods to optimize inventory levels.
• Continuously improve SAP SD module processes, ensuring accurate and timely updates aligned with operational needs.
• Participate proactively in new product development and launch schedules; coordinate plant resources to meet cost and delivery targets.
• Interact with internal field operations teams to assess labor/service part requirements and prepare cost estimates.
• Prepare and negotiate service sales offers; finalize orders in a timely manner.
• Achieve monthly forecasts for labor and materials (L&M) orders, meeting compliance and sales process requirements.

• Coordinate with sales, planning, production, Finance and logistics teams to guarantee timely shipments and resolve fulfillment issues

• Identify and pursue new service sales opportunities; maintain a robust sales pipeline (minimum 5x of sales target).
• Collaborate with internal teams to ensure timely order booking, fulfillment, and compliance.
• Maintain strong customer relationships to enhance customer loyalty, repeat business, and long-term partnerships.
• Coordinate factory resources for supporting external after-sales service teams, including technical and materials support.
• Analyze after-sales service data and share insights for continuous improvement.
• Exchange product and process improvement information with on-site service technicians; support technical maintenance training.

What we look for

• Bachelor’s degree in Business Administration or Mechanical Engineering.
• 12-15 years of experience in customer service management and/or after-sales service roles, preferably within the HVAC or related industry.
• Strong leadership experience with the ability to manage cross-functional teams.
• Excellent communication, negotiation, and customer relationship management skills.
• Strong analytical and problem-solving skills with deep understanding of plant operations.
• Proven track record of driving service sales growth and operational improvements.

Experience Level

Senior Level