Aftermarket Service Manager

The Aftermarket Service Manager is responsible for overseeing all post-sale service operations, ensuring customer satisfaction, driving service revenue, and managing the technical service team. This role focuses on optimizing service delivery, managing warranty and repair processes, and developing strategies for aftermarket growth.

Key Responsibilities:

• Lead and manage the Aftermarket Service Team including technicians and Service Coordinators
• Develop and implement service strategies to improve customer satisfaction and retention.
• Oversee warranty claims, repairs, maintenance contracts, and service parts sales.
• Monitor service KPIs and drive continuous improvement in response times, resolution rates, and customer feedback.
• Collaborate with sales and product teams to identify aftermarket opportunities and support product lifecycle management.
• Ensure compliance with safety, quality, and regulatory standards.
• Provide input for the service budgets, forecasts, and cost control initiatives.
• Build strong relationships with key customers and act as a point of escalation for service-related issues.
• Train and upscale service personnel to maintain high performance and technical expertise.

Qualifications:

• Bachelor’s degree in engineering, Business Administration, or related field (or equivalent experience).
• 5+ years of experience in service management, preferably in an industrial or technical environment.
• Strong leadership and team management skills.
• Excellent communication and customer service abilities.
• Proficiency in service management software and CRM tools.
• Ability to analyze data and make strategic decisions.
• Knowledge of warranty processes, spare parts logistics, and field service operations.

Preferred Skills:

• Experience with Lean or Six Sigma methodologies.
• Familiarity with ERP systems such as SAP
• Technical background in electrical engineering helpful