After Sales Service Head

Job Description : Head - After Sales Service EAST AFRICA Job Responsibilities: To strategize and develop the after-sales service function, thereby ensuring customer satisfaction and minimizing customer complaints. 1. Establish policies, processes, and standards for the after-sales service function. 2. Lead the team to provide resolution within 48 hours for all types of customer service requirements. 3. Formulate and execute a strategy to improve customer satisfaction index 4. Enhance the quality of service by reducing customer complaints. 5. Build and promote strong, long-lasting customer relationships and enhance customer loyalty. 6. Adhere to service schedules as committed. 7. Review and manage monthly, quarterly, and annual budgets for the after-sales service department. 8. Ensure the health and safety of employees in their operations. 9. Coordinate with R&D and QA for resolving product-related complaints and improvements. 10. Improve or monitor field team utilization, efficiency, work plan, and skills. Qualification & Experience: - Experience in leading service function - Should exhibit strong customer orientation skills. - Excellent at communicating the business requirements - Able to develop the team with a deep level of understanding and knowledge of the entire product, systems, and processes - Able to handle high-profile customers, businesses, and entrepreneurs - Self-driven and goal-oriented - Bachelor's Degree or Diploma. - Should have a minimum of 12 years' experience in the service function preferably from milling machinery. - Should have a minimum of 5 years' experience in leading the team.

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