After Sales Lead İş İlanı

Purpose Of The Role & Responsibilities Taking full ownership of aftersales service call operations and contract management, ensuring SLA commitments are consistently met and renewals are managed in line with commercial agreements Defining, managing, and directly owning the pricing of aftersales packages (maintenance contracts, spare parts programs, training services) in collaboration with sales and finance teams Tracking service call resolution performance through customer satisfaction metrics (NPS, CSAT) as well as financial and logistics KPIs (e.g., aftersales revenue, warranty cost per unit, spare parts availability, response time, first-time-fix rate) and leading initiatives to improve customer experience Developing customer-facing documentation, offers, and presentations for aftersales solutions Building, managing, and developing the capability of integrators and international partners, including training on service standards and SLA compliance, to build scalable aftersales networks (domestic and abroad) Supporting sales teams with aftersales input during proposals and contract negotiations Identifying business opportunities in aftermarket services and contributing to revenue growth targets Analyzing recurring customer needs/issues and feeding insights back to product and service teams Experience Minimum 4 years of overall experience in automation, robotics, industrial systems, or technology-driven aftersales/service environments At least 7 years of direct experience in aftersales management, customer success, contract management or service business development Hands-on experience in designing aftersales offerings (contracts, SLAs, packages) Prior involvement in customer-facing roles with proven ability to manage expectations and resolve issues International exposure and working with integrator or distributor networks is a strong plus Education Bachelor’s degree in Engineering, Industrial Management, or Business Administration Additional certifications in Contract Management, Aftersales Excellence, or Customer Success Management are a plus Ongoing interest in professional development and customer-focused innovation is highly valued Skills & Competencies Proven experience managing and leading teams, including performance management, coaching, and talent development. Strong customer orientation and ability to build long-term relationships Commercial awareness with ability to design revenue-generating aftersales models, Proficiency in contract drafting, negotiation, and lifecycle management Excellent communication and negotiation skills with both technical and business stakeholders Structured and analytical approach to problem-solving and continuous improvement Familiarity with CRM and aftersales management tools (Salesforce, SAP CS, Jira Service Management, etc.) Fluent in English, with strong written and verbal communication Valid driver’s license Need to Relocate or Mobility Willingness to travel (domestic or abroad) for customer visits, contract negotiations, and partner management activities Mobility to work across customer and integrator sites when required