After-Sales Executive
Location: Navalur, Thalambur Chennai, Tamil Nadu
Department: Operations
Reporting To: After-Sales Manager / Service Head
Job Summary
The After-Sales Executive will be responsible for ensuring excellent customer satisfaction by managing post-sales support activities for Garuda Aerospace's drone products and solutions. The role involves handling customer queries, coordinating service requests, tracking warranty claims, managing maintenance schedules, and ensuring timely issue resolution.
Key Responsibilities
- Act as the primary point of contact for customers after product delivery and deployment.
- Handle customer inquiries, complaints, and service requests through phone, email, and support portals.
- Coordinate with technical, operations, and field service teams for issue resolution.
- Track and monitor support tickets to ensure timely closure within defined SLAs.
- Schedule preventive maintenance and service visits for drone systems.
- Manage warranty registrations, warranty claims, and AMC (Annual Maintenance Contract) support.
- Maintain detailed records of customer interactions, service reports, and product performance.
- Follow up with customers to ensure satisfaction after service completion.
- Escalate critical issues to the relevant internal teams and management.
- Assist in preparing service reports, customer feedback reports, and performance dashboards.
- Support spare parts coordination and logistics for repairs and replacements.
- Contribute to process improvements that enhance customer experience and operational efficiency.
Required Qualifications
- Bachelor's degree in Business Administration, Engineering, Aviation, Electronics, or a related field.
- 1–3 years of experience in customer support, after-sales service, technical support, or customer success.
- Freshers with strong communication and customer service skills may also be considered.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer relationship management skills.
- Ability to coordinate across multiple teams and stakeholders.
- Good problem-solving and analytical abilities.
- Proficiency in Microsoft Excel, Word, and CRM tools.
- Ability to manage multiple service requests simultaneously.
- Strong organizational and documentation skills.
Preferred Skills
- Experience in drone, aerospace, electronics, aviation, robotics, or technology industries.
- Familiarity with CRM systems and ticketing platforms.
- Understanding of warranty management and service operations.
- Knowledge of field service coordination and inventory tracking.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Service Request Resolution Time
- SLA Compliance Rate
- Ticket Closure Rate
- Customer Retention and Repeat Business
- Warranty Claim Processing Time
- AMC Renewal Support Performance
Pay: ₹10,077.92 - ₹32,498.48 per month
Work Location: In person
