Warranty Manager

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.

Warranty & 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.

• Bachelor's degree in Engineering, Business Administration, or related field.

• Master's degree is an advantage.

Experience:

• At least 57 years of experience in after-sales or warranty management in Automotive industry

• Proven experience in managing service teams and customer support operations.

Skills & Competencies:

• Strong 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).