The Customer Experience Lead is responsible for developing a complete pre and post sales infrastructure, engaging with MEP consultants and end users, and creating training programs. They oversee after-sales service, manage complaints, and support product evaluations while ensuring a robust channel training program is in place for HVAC products.
Job Responsibilities:
- Set up a complete Pre & Post sales infrastructure
- Develop Market for JCI products by engaging with key stakeholders such as MEP consultants and end users in market.
- Plan Sales & Channel technical training on products and solutions
- Work in sync with the Global product development team and develop sustainable and commercially viable products.
- Understand customer needs and make sales presentations.
- Liaise with the marketing team to undertake demand-generating activities such as trade shows or customer workshops.
- Build a robust Channel Training program for JC Channel offerings such as Valves, Actuators, FCU, IAQ, BMS etc.,
- Set up a post sales process for Warranty and out of warranty claims and channel support.
- After-sales customer service and communications
- Maintenance, repair and spare parts management
- Complaint management
- Upselling activities
- Administration of master data and product evaluations
- Trend analysis
Skills Required:
- Minimum 10 years of relevant experience in Pre and Post sales for HVAC products such as Valves, Actuators, Sensors, FCU, & BMS
- Bachelors or Masters Degree in Engineering or equivalent.
- Well-versed with Excel and CRM software.
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