After Sales Manager

Job Description

• Develop and execute a comprehensive after-sales strategy, including service, parts, and customer care, aligned with the company's growth objectives.
• Establish and manage an efficient service network, including authorized service centers and workshops, to meet customer needs across all markets.
• Oversee warranty programs, claims management, and the development of extended service packages to enhance customer loyalty.
• Monitor key performance indicators (KPIs) to measure service efficiency, customer satisfaction, and operational excellence.
• Lead and mentor the after-sales team, fostering a high-performance culture and continuous improvement mindset.
• Ensure compliance with industry standards, environmental regulations, and safety guidelines in all after-sales operations.
• Collaborate with R&D and engineering teams to address technical issues, improve product reliability, and enhance serviceability.
• Implement advanced diagnostic tools, technologies, and processes to support efficient vehicle servicing and repair.
• Build strong relationships with customers, dealers, and stakeholders, addressing their concerns and gathering feedback for service improvements.
• Prepare and present after-sales performance reports, insights, and strategic recommendations to senior management.

Job Requirements

• Bachelor’s degree in Mechanical Engineering, Business Administration, or a related field. An MBA is a strong advantage.
• Minimum of 10 years of experience in after-sales, service operations, or customer support, with at least 5 years in a senior leadership role.
• Proven track record of managing large-scale after-sales networks, preferably in the automotive or EV industry.
• In-depth knowledge of EV technology, components, and maintenance practices.
• Strong leadership and team management skills, with experience leading cross-functional and geographically dispersed teams.
• Excellent problem-solving and decision-making abilities, with a data-driven approach to performance optimization.
• Exceptional customer service orientation and the ability to build long-term relationships with stakeholders.
• Proficiency in after-sales management systems, CRM tools, and advanced diagnostic platforms.
• Excellent communication and presentation skills, with fluency in English.