After-Sales & Service Lead

About CRA Energy

Combustion Research Associates (CRA) is a B2B manufacturer of custom-engineered process equipment flaring systems thermal oxidisers biogas compression and upgrading gas processing skids and burner management systems. We serve customers across oil & gas chemicals food & beverage power mining biogas and defence sectors in India and across four international regions.

The Role

We are looking for an After-Sales & Service Lead to build CRAs after-sales business from the ground up. With 300 assets installed across India and abroad the opportunity to create a structured profitable aftermarket function is significant. You will own the customer relationship from final commissioning through the equipment lifecycle build the AMC product and service delivery engine and ensure every unit CRA ships generates recurring revenue service data and design feedback into the next generation of equipment.

This is a builders role not a caretakers. You will be designing systems processes and a team not inheriting one.

Key Accountabilities

Installed Base & Customer Data

• Build and maintain the Installed Base Register for 300 assets: serial number customer location commissioning date warranty and AMC status spares history last service date.
  

• Define and enforce a serial number scheme for all new equipment.
  

• Own data quality on after-sales records in Zoho Desk and CRM.
  

Service Delivery

• Lead the field service technician team sizing hiring training scheduling performance.
  

• Build service visit SOPs covering pre-visit checklists on-site protocols customer sign-off and post-visit reporting.
  

• Own response-time SLAs for breakdown warranty and AMC service.
  

• Build the spares logistics function stock policy lead times customer fulfilment.
  

AMC & Aftermarket Revenue

• Design CRAs AMC product portfolio across Basic Standard and Comprehensive tiers with pricing anchored at 38% of equipment value annually.
  

• Build the AMC sales motion pitch timing (typically 30 days before warranty expiry) tools pricing authority.
  

• Own AMC revenue spares revenue retrofit and upgrade revenue and paid service call revenue.
  

O&M Documentation & Knowledge Management

• Rebuild the O&M manual template to international standards.
  

• Establish O&M manual approval as a project completion gate.
  

• Build a troubleshooting knowledge base indexed by product family common faults root causes fixes.
  

• Own customer training as a standard post-commissioning deliverable with a paid refresher product.
  

Design-for-Service

• Sign-off on new product designs for serviceability maintenance access replaceable wear parts instrumentation accessibility modular sub-assemblies.
  

• Run a quarterly design review with Applications and Design teams on field failure data and design feedback.
  

Commercial Inputs at Enquiry & Proposal Stage

• Review quotations for after-sales scope warranty terms and AMC attachment.
  

• Feed service-derived cost data into pricing true cost of warranty true cost of spares.
  

• Attend client visits for strategic accounts where after-sales is part of the buying decision.
  

Key Account Management

• Define CRAs top 1015 strategic accounts based on installed base and AMC potential.
  

• Run quarterly business reviews equipment health upcoming maintenance upgrade opportunities.
  

• Own AMC renewal rate.
  

Reporting

• Weekly: open service tickets response times technician utilisation.
  

• Monthly: AMC pipeline and revenue spares revenue warranty cost NPS.
  

• Quarterly: design feedback report top failure modes customer retention metrics.