Job Summary
Ecostan India Pvt. Ltd. is looking for an experienced Service Manager – CRM & After-Sales to lead CRM, customer relationship, and after-sales service operations in our manufacturing industry. The candidate should have strong experience in customer satisfaction, service operations, complaint handling, team management, and coordination with internal departments.
Key Responsibilities
- Manage complete CRM and after-sales service operations
- Handle customer inquiries, complaints, service requests, and escalations
- Ensure timely resolution of customer issues and maintain high customer satisfaction
- Lead and monitor the CRM and Service team
- Coordinate installation, commissioning, breakdown, maintenance, and troubleshooting activities
- Maintain strong relationships with existing customers and improve customer retention
- Monitor customer feedback and identify areas for service improvement
- Coordinate with Production, Sales, Spare Parts, Dispatch, Quality, and Maintenance teams
- Ensure timely availability of spare parts and service support
- Track service calls, complaints, pending issues, and resolution timelines
- Prepare and review CRM, service, customer satisfaction, and performance reports
- Establish and monitor service KPIs and team performance
- Handle customer escalations and ensure effective corrective actions
- Develop processes to improve after-sales service and customer experience
- Maintain proper customer records, service history, and CRM documentation
- Conduct regular review meetings and ensure closure of pending service issues
- Identify recurring customer problems and coordinate for permanent solutions
- Support customer retention, repeat business, and service revenue growth
Qualifications
- Diploma/B.Tech in Mechanical Engineering, Electrical Engineering, Business Management, or a related field
- Minimum 10+ years of relevant experience
- Strong experience in CRM and after-sales service management
- Experience in the manufacturing/industrial machinery industry is preferred
- Experience in managing service and CRM teams
Required Skills
- CRM & Customer Relationship Management
- After-Sales Service Management
- Customer Complaint & Escalation Handling
- Customer Satisfaction Management
- Service Operations Management
- Team Leadership & Manpower Management
- Installation & Commissioning Coordination
- Service Planning & Monitoring
- Customer Retention & Relationship Building
- Service KPI & Performance Monitoring
- Problem-Solving & Root Cause Analysis
- MS Excel and ERP/CRM Software
- Strong Communication & Negotiation Skills
- Reporting and MIS Management
Preferred Experience
- Experience in industrial machinery or engineering manufacturing
- Strong knowledge of machinery after-sales service operations
- Experience in handling B2B customers and industrial clients
- Experience in customer complaint management and escalation handling
- Knowledge of spare parts and service coordination
- Experience with Odoo, SAP, or other ERP/CRM systems
- Experience in improving customer satisfaction and service processes
- Knowledge of service contracts, AMC, warranty, and service revenue management
- Strong leadership and cross-functional coordination experience
Employee Benefits
- Shuttle service available from Samrala Chowk and Gill Canal
- On-time salary
- Career growth opportunities
- Training and development opportunities
- Professional and stable work environment
- Opportunity to work with an established manufacturing and industrial machinery company
Apply Now
Email: [email protected]
Contact: +91-91154-10132
Pay: ₹45,000.00 - ₹55,000.00 per month
Benefits:
- Commuter assistance
- Provident Fund
Application Question(s):
- How Many years of Experience as a Customer relationship Management?
- Are you currently handling a Team?
- What is your current CTC?
- What is your in Hand Salary?
- What is your expected CTC?
Education:
Experience:
Work Location: In person
