After Sales Support Manager

POSITION: After Sales Support Manager Position SummaryWe are seeking a highly organized, technology driven After Sales Support Manager. The ideal candidate will possess strong administrative and customer service skills, a passion for process improvement, and a keen interest in leveraging Artificial Intelligence (AI) and technology to enhance business performance.This role serves as a central hub between customers, service technicians, the parts department, and management to ensure efficient operations, accurate reporting, and exceptional customer service.
Key ResponsibilitiesService Scheduling & Coordination

• Schedule and coordinate service technicians to maximize productivity and customer satisfaction.
• Monitor technician workloads, travel routes, and appointment schedules.
• Prioritize service calls based on urgency, customer requirements, and resource availability.
• Communicate scheduling updates to customers, technicians, and management.
• Ensure all service orders are properly documented and tracked.

After sales Office Administration

• Manage after sales support team including service technicians, service administrator, and parts department personnel.
• Maintain accurate customer records, service histories, and operational documentation.
• Support management with reporting, project coordination, and process improvement initiatives.
• Coordinate communication between departments to ensure smooth workflow and accountability.

CRM System Management

• Maintain accurate data within the company's CRM system.
• Track service tickets, work orders, technician activity, and customer information.
• Ensure timely and accurate entry of operational data.
• Generate reports and dashboards to support business decision-making.
• Identify opportunities to improve CRM utilization and data accuracy.

AI & Operational Efficiency Initiatives

• Demonstrate a strong interest in Artificial Intelligence (AI) and emerging technologies.
• Research and recommend AI tools and automation opportunities to improve business processes.
• Develop and maintain efficiency reports that measure operational performance, technician productivity, scheduling effectiveness, inventory accuracy, and service profitability.
• Analyze workflow bottlenecks and implement process improvements.
• Track key performance indicators (KPIs) and present findings to management.
• Support digital transformation and continuous improvement projects.

Service Marketing & Business Development Support

• Promote service department capabilities and technician expertise through customer outreach and marketing initiatives.
• Assist in developing service campaigns, maintenance programs, and customer retention efforts.
• Coordinate customer communications regarding service offerings, promotions, and preventive maintenance programs.

QualificationsRequired

• 3+ years of experience in scheduling, office management, service coordination, or operations administration.
• Strong organizational and multitasking abilities.
• Experience working with CRM or business management software.
• Experience working with HubSpot software is advantageous
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite and business reporting tools.
• Strong analytical and problem-solving skills.

Preferred

• Experience in after sales support
• Experience in service of industrial equipment or technical service environments.
• Knowledge of inventory and parts management processes.
• Experience creating operational reports and KPI dashboards.
• Familiarity with AI tools
• Experience with process improvement methodologies.
• Experience with CRM systems, scheduling software, and digital workflow management tools.

Key Competencies

• Operational Efficiency
• Artificial Intelligence & Technology Adoption
• Scheduling & Resource Planning
• Inventory & Parts Management
• CRM Systems Management
• Customer Service Excellence
• Process Improvement
• Data Analysis & Reporting
• Team Coordination
• Time Management

Fuze HR Solutions is committed to building a diverse, accessible, and equitable workforce. Our approach is twofold. Both internal, where we focus on creating a diverse and inclusive environment for our employees, and external, where we source and recruit from the most diverse candidate pools. Our teams are educated on current best practices at attracting, retaining, and working with the most talented and diverse candidates.As an equal opportunity employer, we are committed to accommodating every candidate and encourage those who identify as a member of a visible minority group, or a person with a disability and requiring specific accommodations, to apply. For all questions, comments and feedback on our diversity and inclusion programs and policies or to request information relating to accommodation measures, please contact your local Fuze HR Solutions branch. We look forward to working with you.