After-Sales & Warranty Manager

Job Description

1. Job Summary

The After-Sales & Warranty Manager is responsible for managing and optimizing all after-sales and warranty operations, ensuring customer satisfaction and product reliability. This role leads the service team to provide high-quality support, handle claims efficiently, and enhance brand reputation through excellent customer experience.

2. Key Responsibilities

Warranty & Service Operations

Develop, implement, and manage warranty policies, procedures, and service standards.

Oversee product inspections, repair, and replacement processes to ensure timely resolution of customer claims.

Monitor warranty costs, analyze defect trends, and collaborate with R&D / Production teams to improve product quality.

Manage service centers, authorized dealers, and third-party service partners.

Customer Care & After-Sales Support

Ensure prompt and professional response to customer inquiries, complaints, and technical issues.

Build and maintain a high level of customer satisfaction and loyalty.

Coordinate with the Sales and Marketing teams to provide feedback on product performance and customer needs.

Team Management

Lead, train, and motivate the after-sales and technical support team.

Establish KPIs, evaluate performance, and ensure continuous improvement of the department.

Reporting & Compliance

Prepare periodic reports on warranty claims, costs, and service performance.

Ensure compliance with company policies and relevant local regulations.

Manage service budgets and control operational costs effectively.

Requirements

Education :

Bachelor’s degree in Engineering, Business Administration, or related field.

Master’s degree is an advantage.

Experience :

At least 5–7 years of experience in after-sales or warranty management in Automotive industry

Proven experience in managing service teams and customer support operations.

Skills & Competencies :

Strong leadership and problem-solving skills.

Excellent communication and customer service orientation.

Good analytical and reporting abilities.

Proficient in MS Office and CRM / ERP systems.

Fluent in English (both written and spoken).