After-Sales & Warranty Manager

1. Job SummaryThe 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 ResponsibilitiesWarranty & 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.