Service Sales Specialist

Astrophysics, Inc., headquartered in Southern California, USA, is the new leader in X-Ray security technology. Astrophysics provides security screening solutions across the globe for aviation, air cargo, military, law enforcement and other mission-critical applications, for the detection of weapons, explosives and contraband. Astrophysics India Private Limited, a branch of Astrophysics Inc., provides sales and service support throughout India and Asia.

As our presence in the regional market continues to expand, we are strengthening our service team to ensure that we deliver an exceptional customer experience and maintain the highest standards of support for our clients. Job Title: Service Sales Specialist Department: Service Reports to: Service Manager Date: June 10, 2026 Salary Range: ₹7–9 Lakhs per annum The Service Sales Specialist is responsible for driving service revenue by promoting and selling extended warranties, Annual Maintenance Contracts (AMC), and service agreements for X-ray equipment. This role works independently to identify expiring warranties, contact customers, track warranty status, present renewal options, and assist decision-makers in evaluating whether to purchase additional service coverage or replace existing equipment.

The position serves as a key point of contact for customers, providing exceptional customer service and ensuring a positive ownership experience throughout the equipment lifecycle. The Service Sales Specialist is also responsible for maintaining customer satisfaction, proactively addressing customer concerns, and coordinating with internal teams to resolve escalations and complaints effectively. Additionally, the role supports the Service Department with administrative tasks, contract management, reporting, and maintaining accurate customer and service records.

Success in this position requires strong communication, relationship-building, sales, and problem-solving skills, along with a customer-focused approach to achieving business and service objectives. Essential Functions : Service Revenue Generation Proactively contact customers to promote extended warranties, renewals, and service packages, and identify the appropriate decision maker. Clearly explain warranty coverage, pricing, contract terms, and return on investment in business-focused terms.

Help customers evaluate whether purchasing extended warranty coverage or replacing equipment is the better financial decision. Recommend appropriate warranty packages and contract terms based on equipment age, usage, service history, location, technician coverage, and customer budget. Maintain working knowledge of spare parts pricing, corrective maintenance costs, preventive maintenance programs, and related service offerings to support accurate recommendations.

Prepare and send timely bids, quotes, and service agreements for warranties, parts, and service packages. Maintain accurate CRM records of equipment warranty status, outreach activity, quotes, follow-ups, and sales conversions. ·Respond to customer and internal inquiries regarding warranty coverage, claims, pricing, parts, and service options. Meet or exceed established warranty and service revenue goals through renewals and upselling.

Customer Service and Administrative Support Respond to customer inquiries promptly and professionally, prepare quotations, service proposals, warranty extensions, and service contract documentation. Follow up with customers throughout the service lifecycle, documenting all interactions and ensuring timely resolution of service requests and technical issues. Build and maintain strong customer relationships by providing proactive communication, regular service updates, and post-service follow-ups.

Monitor customer satisfaction levels and take ownership of customer concerns to ensure a positive service experience. Act as the primary point of contact for customer escalations and complaints, coordinating with internal teams to drive effective and timely resolutions. Identify customer needs and recommend appropriate service solutions, warranty extensions, and maintenance programs to maximize equipment uptime and value.

Conduct customer satisfaction surveys and gather feedback to identify areas for service improvement and enhance the overall customer experience. Maintain accurate customer records, warranty status, service contracts, and communication logs within the database. Collaborate closely with the Service, Sales, and Operations teams to ensure seamless customer support and high service standards.

Support the Service Department with administrative tasks, reporting, contract renewals, invoicing coordination, and documentation management. Promote a customer-centric culture by ensuring all interactions reflect professionalism, responsiveness, and commitment to customer success. Respond to inquiries, prepare quotations and warranty contracts, and maintain accurate documentation.

Follow up with customers throughout the service process, documenting interactions and ensuring timely resolution of service issues. Competencies: · Demonstrates job knowledge · Shows loyalty consistently to Astrophysics · Drives Quality and Excellence · Works well with others · Communicates effectively and thoughtfully · Demonstrates dependability in all aspects of work · Shows initiative and responsiveness Position Type/Expected Hours of Work: Full-Time, 9am to 6pm (Hours subject to change depending on the needs of the Business.) Required Education and Experience: · Master’s degree in business administration, Marketing, or a related field. · 2-5 years of experience in sales and customer service, with direct involvement selling warranties. · Strong communication and listening skills. · Ability to multitask effectively in a fast-paced environment. · Fluent in English and Hindi, both written and verbal. · Proficiency in Microsoft Office Suite (Word, Excel, Outlook). The above job description is not intended to be an all‐inclusive list of duties and responsibilities of the position.

Employees are expected to perform any additional job-related tasks as assigned by their supervisor or manager. our policies.