Job Description

Roles & Responsibilities

The After-Sales Service Manager is responsible for overseeing all service centre operations, warranty processes, customer support activities, spare parts management, and technical service performance. The role requires strong leadership skills, good English communication abilities, and the capability to coordinate with international suppliers and manufacturers to ensure high customer satisfaction and efficient service delivery.

Key Responsibilities

• Manage and oversee the daily operations of the service centre.
• Supervise and evaluate a team of 6 service technicians.
• Handle customer complaints and escalated service cases professionally and efficiently. Always prioritising customer satisfaction.
• Communicate effectively with international manufacturers and suppliers regarding technical issues, warranty claims, and product support.
• Manage and follow up on RMA (Return Merchandise Authorization) requests for spare parts and defective products.
• Monitor warranty repairs and ensure compliance with company and supplier policies.
• Ensure timely repair and servicing of TVs, electronic appliances, and related products.
• Manage spare parts inventory and coordinate ordering requirements with suppliers.
• Analyse recurring product failures and provide feedback to management and manufacturers.
• Establish and monitor service KPIs such as repair turnaround time, first-time fix rate, customer satisfaction, and warranty costs.
• Prepare reports on service centre performance, technician productivity, warranty claims, and customer feedback.
• Coordinate with sales, logistics, warehouse, and technical departments to resolve service-related issues.
• Develop and implement procedures to improve service quality and operational efficiency.
• Ensure adherence to company policies, safety standards, and service procedures.

Desired Candidate Profile

• Must have experience within the consumer electronics industry.
• Must have managed a service centre for 3-5 years at least.