Manager Technical Sales Support Local

. Major Responsibilities

• 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. C. Work Contacts Internal
• Superiors and colleagues from Branch Offices (BOs), Zonal Offices (ZOs), and Service Teams.
• Departments including Product Management & Support, Quality Assurance (QA), Production, Engineering, Marketing Services, Warranty, Central Warehouse, Supply Chain, and Sales.
• New Pump Business teams for coordinated customer support and business development activities. External
• Authorized Service Centers (ASCs).
• End Users and Key Customers.
• Suppliers, Contractors, and Service Partners.
• Consultants and Project Stakeholders, as applicable. Cross-Functional Collaboration
• Collaborate closely with Product Management, Manufacturing, Supply Chain, Warranty, Central Warehouse, Sales, and Marketing teams to improve product reliability, service effectiveness, and customer experience.
• Support new product introduction activities through service readiness planning, technical documentation, and training programs. 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. E. Physical Effort
• Significant field-oriented role involving regular customer, ASC, and site visits across India.
• Collection and analysis of installation base data and identification of service coverage gaps ("white spots") in collaboration with BO and ZO teams for ASC appointments.
• Extensive interaction with customers, ASCs, and internal stakeholders to resolve technical and service-related issues.
• Occasional working beyond normal business hours to meet customer commitments, project requirements, and business objectives.
• Frequent business travel involving regular movement outside office premises. F. Work Conditions
• Combination of desk-based and field-based responsibilities.
• Extensive travel across India for ASC development, customer visits, audits, training programs, and service reviews.
• Dynamic work environment requiring interaction with customers, service partners, manufacturing locations, and cross-functional teams. Requirement Profile Formal Education Bachelor of Engineering (B.E.) in Mechanical Engineering or Electrical Engineering. Professional Experience 10-12 years of experience in ASC Development, Service Operations, Aftermarket Business, or Customer Support functions within a reputed manufacturing organization. Exposure to pumps, HVAC systems, hydropneumatics systems, wastewater solutions, motors, VFDs, fire protection systems, and related electromechanical products is p