DS Automotion LLC

Compensation

Full Description

The Aftersales Manager at DS Automotion is responsible for leading all post-installation and post-commissioning service activities to ensure long-term customer satisfaction, system reliability, and continued partnership growth. This role oversees service operations related to AGV/AMR systems, automation solutions, software support, spare parts, and warranty administration while serving as the primary escalation point for customer issues after system handover. The Aftersales Manager works cross-functionally with Sales, Engineering, Project Management, and the global DS Automotion team to ensure a seamless transition from project delivery to ongoing customer support. Key Responsibilities Aftersales & Customer Support Operations • Own all aftersales activities following system commissioning, including service requests, troubleshooting, warranty claims, and customer support coordination. • Act as the primary escalation point for customer issues related to AGV/AMR systems, automation equipment, controls, and software. • Ensure timely response and resolution of customer service issues in accordance with service agreements and internal SLAs. • Maintain strong, ongoing relationships with customers to support system uptime, satisfaction, and future business opportunities. Service Team Leadership & Coordination • Lead and support service technicians, field engineers, and aftersales coordinators. • Prioritize and schedule service calls, remote support, site visits, and troubleshooting activities. • Coordinate internal resources and global DS Automotion support teams as needed for complex technical issues. • Provide coaching, performance feedback, and development planning for the aftersales team. Cross-Functional Collaboration • Partner closely with Project Management to ensure a smooth transition from project closeout to aftersales support. • Collaborate with Engineering and Software teams to resolve recurring issues and implement long-term corrective actions. • Support Sales by providing service input for proposals, service agreements, spare parts recommendations, and customer expectations. • Communicate customer feedback and field insights to internal stakeholders to improve product reliability and serviceability. Warranty, Service Contracts & Parts Management • Oversee warranty evaluation, approvals, and claim processing in alignment with DS Automotion policies. • Manage spare parts coordination, availability, and recommendations for installed systems. • Support the development and administration of service contracts, preventative maintenance agreements, and support packages. • Review service-related invoices, cost tracking, and aftersales profitability. Performance Tracking & Continuous Improvement • Track and report aftersales KPIs, including response time, resolution time, system uptime, warranty costs, and customer satisfaction. • Identify trends in service issues and proactively recommend improvements to processes, training, or system design. • Develop and maintain aftersales documentation, service procedures, and customer-facing support guidelines. • Support continuous improvement initiatives focused on service efficiency, quality, and customer experience. Qualifications Required • Bachelor’s degree in Engineering, Technical Management, Business, or a related field (or equivalent experience). • 5+ years of experience in aftersales management, service operations, or technical support within automation, robotics, or industrial systems. • Proven experience managing technical service teams and customer escalations. • Strong understanding of automated systems, material handling, robotics, or industrial controls. • Excellent communication, organizational, and problem-solving skills. Preferred • Experience with AGV/AMR systems, warehouse automation, or complex electromechanical systems. • Familiarity with service management platforms. • Experience working with international engineering or manufacturing teams. • Willingness to travel to customer sites as needed. Core Competencies • Customer-first mindset • Technical leadership and decision-making • Escalation and conflict management • Cross-functional collaboration • Process development and optimization • Data-driven performance management Work Environment • Primarily office-based with frequent interaction with service, engineering, and project teams. • Periodic travel to customer facilities for escalations, reviews, or system evaluations.