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

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

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

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

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

Customer Care & After-Sales Support

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

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

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

Team Management

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

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

Reporting & Compliance

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

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  Ensure compliance with company policies and relevant local regulations.

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  Manage service budgets and control operational costs effectively.