After-sales Director

The ideal candidate will be responsible for overseeing the Sales teams' operations and strategies. By researching market trends and conducting competitor analysis, you will develop and implement sales strategies. ResponsibilitiesService Network & Operations ManagementDevelop and execute strategic plans for the end-to-end after-sales service network (including owned and authorized service centers).Oversee daily service operations, optimize field service processes, and enhance customer relationship management.Drive the development and promotion of value-added service programs to increase service revenue and customer loyalty.Warranty and Claim ManagementEstablish, implement, and communicate warranty and claim policies and procedures.Manage the end-to-end claim review, validation, settlement, and cost control processes.Develop and enforce anti-fraud measures to protect company interests and control warranty costs effectively.Technical Support & ManagementProvide expert-level technical support for complex product failures and critical field issues.Oversee the standardization, maintenance, and distribution of technical documentation and repair manuals.Build and manage a technical training and certification system for internal teams and service partners.Manage repair tools, equipment, and standardized repair methodologies.Spare Parts Supply Chain ManagementForecast spare parts demand, plan inventory, and manage procurement to ensure availability.Oversee parts import/customs clearance, warehousing, logistics, and distribution operations.Develop pricing strategies and manage the commercial aspects of spare parts sales.Qualifications1. Professional BackgroundExtensive experience in senior after-sales service leadership, preferably within manufacturing, automotive, or industrial equipment sectors.Demonstrated track record with full P&L responsibility and strategic service network development. Experience in the Australian market is strongly preferred.2. Core Competencies & SkillsStrategic & Commercial Acumen: Strong business sense with the ability to create and execute service strategies that enhance both customer satisfaction and profitability.Leadership & Influence: Proven ability to lead, mentor, and build high-performing, diverse teams. Skilled in cross-cultural stakeholder management.Operational Expertise: In-depth, hands-on knowledge of all after-sales operations, including service networks, warranty/claims, technical support, and spare parts logistics.Analytical & Process-Driven: Proficient in using data analytics to track KPIs, identify trends, and drive continuous improvement.