Customer Success Assurance - Lead Engineer

Job Profile Overview:

The Area Lead/ Manager Customer Success Assurance is responsible for generating revenue for spares, AMCs and service POs, managing after-sales service operations within a defined geographical region, ensuring smooth support, maintenance services, and customer satisfaction for pharmaceutical and biopharmaceutical equipment. The role focuses on customer retention and coordination with the stakeholders.

Education: BE, B Tech. (Mech., Chem., Instru., Biotech)

Years of Experience: 5 to 6 Years

Work Location: North West / South East

Accountable &Responsible for:

1. Manage the Customer Success / After-Sales Support department for pharma equipment.
2. Generate revenue through AMC, spare parts, and service contract renewals.
3. Ensure customer tickets are raised, acted upon, and closed promptly with proper service reporting.
4. Suggest, Assist in continuous improvement in service quality and customer experience.
5. Act as the SPOC for all clients within a defined geographical region.
6. Lead and mentor junior service engineers.
7. Familiarizing and being aware of the manufacturing processes of key customers to forecast need for Consumables, Spares, Add-ons and additional capital equipment's.
8. Identify opportunities for AMC, spare parts, and service contract.
9. Suggest value addition/improvements to existing manufacturing processes of key customers.
10. Compile sales data and prepare monthly and quarterly service performance reports to HOD.
11. Prepare and monitor monthly visit plan for engineer and submit the data to HOD.
12. Meet clients, understand customer needs and gather business intelligence
13. Actively exchange sales intelligence information with Sales team

Skills:

1. Should have excellent negotiating capabilities.
2. Customer relationship management
3. Should have a pleasant personality and effective communication skills.
4. Stakeholder management
5. Should be a persistent, cost-conscious, street-smart Salesperson.
6. Understanding of pharma equipment & GMP compliance

Personal Attributes

1. Ownership-driven with accountability for regional performance.
2. Adaptable to dynamic customer and field requirements.
3. Results-oriented with focus on service excellence and retention.