After-Sales Manager

JOB OBJECTIVE:

The Aftersales Manager will be responsible for leading and managing all post-sales functions including service operations, spare parts, warranty, and customer support. This role ensures that customers receive timely, high-quality aftersales services that strengthen trust, enhance customer satisfaction, and secure long-term partnerships. Acting as a key link between clients and internal departments, the Aftersales Manager drives continuous improvement in service delivery while reinforcing Rime’s position as a reliable partner in the Refrigeration industry.

MAJOR DUTIES AND RESPONSIBILITIES:

• Develop and implement aftersales strategies, policies, and procedures to achieve customer satisfaction and service excellence.
• Oversee service operations including installation support, maintenance contracts, warranty handling, and technical troubleshooting.
• Manage spare parts inventory and ensure timely availability of parts to support customer needs.
• Lead, train, and motivate the service and support team to maintain high standards of performance and professionalism.
• Establish strong relationships with customers, addressing escalations and ensuring timely resolution of issues.
• Monitor KPIs related to service quality, response times, customer satisfaction, and revenue from aftersales activities.
• Collaborate with production, sales, and logistics teams to ensure seamless coordination and customer support.
• Identify opportunities for process improvements and new service offerings to enhance competitiveness.
• Prepare regular reports on aftersales performance, customer feedback, and business opportunities.

QUALIFICATIONS:

• Bachelor’s degree in Mechanical Engineering or a related field.
• Minimum 5–8 years of experience in Service / Production management within Refrigeration or related industries.
• Proven track record of leading service operations, managing teams, and handling customer escalations.
• Solid understanding of warranty processes, spare parts management, and service contracts.
• Solid understanding of refrigeration industry and troubleshooting methods.
• Experience working in a multinational or regional company in the Middle East is preferred.

REQUIRED SKILLS:

• Strong leadership and team management abilities.
• Excellent communication, negotiation, and customer relationship skills.
• Strategic thinking with the ability to balance customer needs and business goals.
• Proficiency in MS Office and ERP systems; knowledge of CRM tools is an advantage.
• Analytical mindset with problem-solving skills and attention to detail.
• Ability to thrive under pressure and handle complex customer issues.

Job Type: Full-time