Aftersales Strategy

• Develop and implement the aftersales and service strategy

• Expand the service business as a key revenue and profitability driver

• Identify and develop new service offerings, maintenance models, and service contracts

• Analyze market trends, customer needs, and service potential

Customer Relationship Management

• Build and maintain long-term customer relationships

• Ensure a high level of customer satisfaction and service quality

• Manage customer escalations and critical service situations

• Conduct regular service and business review meetings with key customers

Operational Service Management

• Manage and continuously improve the service organization

• Ensure efficient service processes (installation, maintenance, repair, and remote support)

• Optimize service levels, response times, and resolution times

• Introduce and develop digital service and support solutions 

Revenue

• Plan and manage the service budget

• Responsible for growth in revenue streams including:

  • Service operations

  • Spare parts business

  • Maintenance and service contracts

  • Service projects

• Monitor profitability of service offerings

• Define and implement measures to increase margins and operational efficiency

Process and Quality Management

• Define and implement service processes and performance KPIs – in alignment with CCS

• Analyze service performance and initiate improvement measures

• Continuously improve service quality

• Utilize CRM and Durst Service Portal / Analytics to manage customer interactions and service activities

Leadership and Cross-Functional Collaboration

• Lead and develop service and aftersales teams

• Collaborate closely with:

  • Durst Oceania Sales

  • Durst HQ Customer Service and others

  • Durst Oceania Operations - Logistics / Spare parts management

• Support the sales organization with service and aftersales offerings