Job Responsibilities

• Implement and enforce operating policies and standards to maintain control of all aftersales administration functions effectively.

• Assist in the recruitment and management of new employees under the guidance of the Head of Sales.

• Collaborate and communicate with sub-departmental managers within the Sales department to address and resolve topical issues promptly.

• Ensure the aftersales team consistently delivers the best customer service and maintains high service standards.

• Provide accurate and timely aftersales performance information to the Head of Sales to facilitate decision-making.

• Strategically increase the customer base and identify prospects for future growth.

• Develop and nurture strong, long-lasting customer relationships.

• Meet service targets, including customer satisfaction and turnaround time.

• Identify and secure customers and opportunities that generate strong margins and recurring revenue.

• Plan and allocate technicians' work based on their skills, expertise, and experience.

• Supervise and support technicians to ensure repairs are completed to the desired standard.

• Collaborate with management to address training needs and experience requirements of the workshop team, assigning tasks accordingly.

• Ensure the team has a comprehensive understanding of all policies, procedures, and processes related to After Sales Service and Delivery and Assembly.

• Ensure the technical competence of repair personnel and efficient repair processes, along with timely and accurate data reporting.

• Handle technical support escalations for both internal and external clients.

• Ensure warranty and repair work complies with manufacturer and company standards.

• Lead and develop the competence of the After Sales teams in alignment with the company's long- term strategy, overcoming design challenges within cost, quality, and performance constraints.

• Prioritize a safe working environment and enforce compliance with health and safety regulations.

• Represent the Aftersales area of the business on the Senior Management team effectively.

Job Requirements

1. Possess an Engineering Degree or Diploma in the Electrical & Mechanical field.

2. Demonstrate relevant aftersales and sales experience in the Consumer Electronics industry.

3. Bring 3-5 years of valuable experience as an Aftersales Service Manager.

4. Exhibit a strong drive for results and unwavering determination to deliver as per the established plans.

5. Demonstrate expertise in implementing process improvements and driving efficiency enhancements.

6. Display excellent communication skills and the ability to interact effectively across various organizational levels.

7. Preferably, have experience in Repair Operations, which is highly advantageous.