The After-Sales manager is responsible for overseeing all after-sales operations, including customer support, vehicle servicing, spare parts inventory, and workshop management. This role plays a critical part in ensuring customer satisfaction, optimizing service quality, managing parts logistics, and maintaining high service standards in accordance with company and OEM guidelines.
1-Strategic Planning & Management
- Develop and implement comprehensive after-sales and service plans aligned with company objectives.
- Lead the development of electrical and mechanical maintenance strategies for service operations.
- Analyse market trends and customer expectations to guide operational improvements and strategic initiatives.
- Prepare and submit regular reports to management on after-sales performance, KPIs, and customer satisfaction levels.
2- Team Leadership and Training
- Motivate, train, and lead the after-sales and service teams to achieve performance targets.
- Oversee training plans for technicians and service staff to meet required technical competency levels.
- Guide the service team to comply with all company policies, especially health and safety protocols.
3- Service Operations & Workshop Management
- Supervise daily operations of service centres and ensure compliance with internal processes and OEM standards.
- Set performance metrics and quality standards for maintenance and parts operations.
- Plan and execute seasonal or strategic service campaigns in coordination with the manufacturer.
- Track and report customer visit frequency and service satisfaction monthly.
- Ensure proper scheduling, resource allocation, and efficient service delivery.
4-Parts & Warehouse Management
- Organize and manage the storage of spare parts to ensure safety, accessibility, and protection from damage.
- Continuously monitor stock levels and forecast future needs based on upcoming models and service trends.
- Oversee parts reception, verify quantities and specifications against documentation.
- Maintain an accurate parts inventory database and optimize warehouse space utilization.
- Address slow-moving or obsolete inventory and coordinate with marketing to promote clearance strategies.
- Ensure strict implementation of warehouse safety and fire prevention measures.
5- Customer Relations & Satisfaction
- Develop and implement strategies to ensure high levels of customer satisfaction and retention.
- Communicate regularly with customers to gather feedback on service and product quality.
- Handle and resolve escalated complaints effectively and professionally.
- Design and execute customer satisfaction surveys and analyse feedback to improve services.
- Educate customers on the company’s products and services, addressing their queries and concerns.
- Assist customers with contract renewals and notify them of expiration dates.
6- Cross functional Collaboration & Marketing
- Collaborate with the sales department to align service strategies with sales goals.
- Coordinate with the marketing department to run campaigns promoting service offerings and customer loyalty.
7- Warranty Management
- Act as the primary liaison between the company and the OEM for all warranty-related matters.
- Manage the entire warranty process, including claim submission, follow-up, approval, and reimbursement.
- Ensure all warranty repairs are completed according to OEM standards and documented appropriately.
- Train service advisors and technicians on warranty procedures, eligibility criteria, and documentation requirements.
- Monitor and audit warranty claims for compliance, accuracy, and potential fraud.
- Analyse warranty data to identify recurring issues, propose preventive measures, and improve product reliability.
- Maintain updated knowledge of OEM warranty policies and communicate changes to the relevant teams.
- Coordinate with parts and workshop teams to ensure warranty parts are correctly handled, returned, or disposed of per OEM instructions.
- Report monthly warranty KPIs to management and OEMs, including claim volume, approval rate, and turnaround time.
Qualifications:
- Education: Bachelor’s Degree in Mechanical Engineering or a related field
- Experience: 6+ years of experience in after-sales or service management within the automotive sector
- Languages: Fluent in Arabic and English (Kurdish is a plus)
- Valid driver’s license
- OEM certificates are a plus
Skills & Competencies:
- Leadership and team management
- Excellent communication and customer service skills
- Deep technical knowledge of vehicle systems and parts
- Proficiency in inventory management
- Ability to forecast and manage service-related KPIs
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