About the Role
We are looking for an experienced Service Manager – After Sales to lead and manage the overall operations of our After Sales Center. The role will oversee multiple functions including Logistics, Quality Control, Warehouse, Maintenance, and Customer Complaints, ensuring efficient operations, high service quality, and customer satisfaction.
The ideal candidate will have strong experience in after-sales operations, service management, logistics, warehouse, complaints/claims management, and cross-functional team leadership.
Key Responsibilities
- Manage the overall operations of the After Sales Center, including Logistics, Quality Control, Warehouse, Maintenance, and Complaints.
- Lead, develop, and manage cross-functional teams, ensuring clear objectives, effective resource allocation, and strong performance.
- Ensure smooth coordination between different functions and timely delivery of services.
- Monitor and improve operational KPIs, SLAs, service quality, productivity, and customer satisfaction.
- Oversee logistics, warehouse operations, inventory control, and spare parts management.
- Ensure effective maintenance activities, including preventive and corrective maintenance, and timely resolution of technical issues.
- Manage customer complaints and claims, ensuring proper investigation, resolution, follow-up, and closure within agreed SLAs.
- Identify operational gaps and recurring issues, conduct root cause analysis, and implement continuous improvement initiatives.
- Ensure compliance with company policies, operational procedures, quality standards, and health & safety requirements.
- Prepare and present regular operational performance reports, highlighting KPIs, challenges, root causes, and recommendations to management.
- Collaborate with internal stakeholders to improve service efficiency, customer experience, and overall operational performance.
Requirements
- Bachelor’s degree in business administration, Engineering, Supply Chain, Operations Management, or a related field.
- 10 years of relevant experience in after-sales, service operations, customer service, or a similar operational environment.
- Proven experience managing multiple operational functions and cross-functional teams.
- Strong hands-on experience in after-sales operations, complaints/claims, logistics, warehouse, inventory, spare parts, and service operations.
- Experience in managing operational KPIs, SLAs, service quality, and customer satisfaction.
- Strong leadership, problem-solving, analytical, decision-making, and communication skills.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Experience using ERP, CRM, or Service Management Systems is preferred.
- Strong ability to analyze operational data, identify root causes, and drive process improvements.
- Excellent English communication skills.
