Aftersales Manager

About the Role

The After-Sales Manager is responsible for developing and executing after-sales strategies in KSA’s assigned region. This role oversees the establishment of a robust after-sales network, ensures service performance targets are achieved, manages warranty and parts operations, and drives customer satisfaction—while maintaining compliance with KSA’s regulations.

Key Responsibilities

•Formulate and implement after-sales strategies across the managed region to meet service KPI (e.g., service completion time, customer satisfaction score) and performance objectives (e.g., reducing warranty claim costs). Align strategies with KSA’s market needs (e.g., increasing NEV service centers in urban areas).

•Build and manage a comprehensive local after-sales network in alignment with sales strategies (e.g., expanding service centers near high-sales regions). Recruit, train, and monitor service providers to ensure consistent, high-quality service delivery that meets brand and local standards.

•Support brand development initiatives and crisis management in the region (e.g., addressing negative customer feedback on social media, managing service disruptions). Take proactive steps to enhance and protect brand reputation in KSA.

•Oversee warranty claims management for the region, including reviewing claims for accuracy, ensuring compliance with KSA’s warranty regulations (e.g., MCI’s warranty terms), and reducing fraudulent claims. Lead training and development of parts and service teams to improve technical skills and efficiency.

•Monitor regional after-sales operations, including service center performance, parts inventory levels, and customer feedback. Ensure compliance with KSA’s regulatory standards (e.g., SABER certification for parts, labor safety regulations). Manage day-to-day business support tasks (e.g., coordinating with parts suppliers, resolving dealer disputes).

Requirements

•Bachelor’s degree or above in Automotive Engineering, After-Sales Service Management, or a related field.

•Proficiency in English and Arabic; ability to negotiate with local authorities and communicate with customers.

•Minimum 3 years of after-sales management experience in KSA’s automotive sector. Strong knowledge of the local automotive industry, including service networks and parts supply chains (e.g., Dammam Free Zone, local parts vendors).

•Proven expertise in managing after-sales supply chains in KSA, including working with local parts suppliers and navigating free zone processes (e.g., customs clearance for imported parts).

•Hands-on experience liaising with KSA government authorities such as NAVA (National Automotive Vehicle Agency) and GAZT (General Authority of Zakat and Tax). Ability to resolve compliance disputes (e.g., parts certification issues) effectively.

•Valid KSA driver’s license, with flexibility to travel frequently between major cities (e.g., Riyadh, Jeddah, Dammam) and regional outlets.