After-Sales & Warranty Manager

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. Key ResponsibilitiesWarranty & Service OperationsDevelop, 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 SupportEnsure 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 ManagementLead, train, and motivate the after-sales and technical support team.Establish KPIs, evaluate performance, and ensure continuous improvement of the department.Reporting & CompliancePrepare 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.RequirementsEducationBachelor’s degree in Engineering, Business Administration, or related field.Master’s degree is an advantage.ExperienceAt least 5–7 years of experience in after-sales or warranty management in Automotive industryProven experience in managing service teams and customer support operations.Skills & CompetenciesStrong 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).