After Sales Services Area Manager

The After Sales Service Area Manager is responsible for overseeing and managing the after-sales service activities within Middle East, India, Southeast Asia, Oceania, China, and Hong Kong. This role ensures that internal & external customers receive high-quality service and support, addressing their needs promptly and effectively.The manager will lead a team of service technicians, coordinate with various departments, and implement strategies to improve customer satisfaction and loyalty. Management

Develop and implement after-sales service strategies and policies.

Lead, train, and motivate a team of service technicians to deliver excellent customer service.

Monitor and evaluate the performance of the after-sales team, providing feedback and guidance.

Planning :

Support & monitor maintenance activities to ensure all equipment in the regions meets output standards and aligns with Dextra standards.

Reporting:

Establish monthly AFS reports for each area to inform management of ongoing AFS issues using a standard template with all key AFS indicators: Mean Time To Repair (MTTR), Mean Time Before failure (MTBF), maintenance cost, productivity, machine position files.

Maintain and update records of customer interactions, service activities, and other relevant information.

Q uality:

Conduct regular audits and assessments of service processes to ensure continuous improvement.

Provide support in coordination with transversal plant departments regarding quality issues (product or equipment) that may arise and ensure thorough documentation.

Customer Management :

Develop the transition to an organization that empowers customers through remote maintenance, transfer of competences, and invoicing for activities delegated by the customer.

Promote the added value of after sales services packages with the associated invoicing where possible.

Handle customer complaints and issues, ensuring prompt resolution and maintaining high levels of customer satisfaction.

Others

Coordinate with sales, logistics, and other departments to ensure seamless service delivery.

Analyze service data and metrics to identify trends, areas for improvement, and opportunities for cost savings.

Ensure compliance with company policies, industry regulations, and safety standards.

Manage the budget for the after-sales service department, ensuring efficient use of resources.

Nuclear Safety

Ensure that nuclear safety is considered in decision making and actions, and that it always takes precedence over any other consideration.

Use a balanced, rigorous, and prudent approach to decision making with respect to quality, cost, and schedule such that nuclear safety is never compromised.

Ensure that involved personnel understand not only their own responsibilities and the consequences of mistakes, but also those of their immediate colleagues and how these responsibilities complement each other.

Ensure that key operational and technical positions are filled by competent and knowledgeable persons, and that they are empowered to speak openly.

Take prompt conservative and preventive actions when an incident that could affect nuclear safety is reported, even if not yet fully understood or documented

Qualification:

At least a Bachelor’s degree in Mechanical/Electrical engineering or related field.

5-7 years of experience in a senior After Sales Services role in an international setting, ideally involving participant in intercultural exchange programs

Fluent Computer literacy + ERP competencies (AX)

Proficient in servicing and global skills in mechanical, electrical, and hydraulic equipment.

Competency with new IoT tools and management skills.

Strong analytical approach.

Excellent listening, understanding and persuasiveness skills coupled with a pragmatic and customer service-oriented approach.

Servicing & global skills in Mechanical, Electrical and Hydraulic equipment.

New IoT tools global skills / Management skills. Analytical approach.

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