Technical Sales Support Manager

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 systems, wastewater solutions, motors, VFDs, and fire protection systems.
• Root Cause Analysis (RCA) and failure analysis methodologies.
• Industrial, mechanical, and electrical safety standards.
• Service diagnostics, condition monitoring, and predictive maintenance concepts.
• Digital tools, service analytics, and AI-enabled service applications.

Functional Competencies

• Service Business Management.
• Aftermarket Revenue Growth.
• ASC and Channel Partner Development.
• ASC & Customer Relationship Management.
• Spare Parts and Inventory Management.
• Service Operations and Complaint Resolution.
• Data Analytics and Digital Transformation.
• Performance Monitoring.
• Training and Capability Development.