The After-Sales manager is responsible for overseeing all after-sales operations, including customer support, vehicle servicing, spare parts inventory, and workshop management.

This role plays a critical part in ensuring customer satisfaction, optimizing service quality, managing parts logistics, and maintaining high service standards in accordance with company and OEM guidelines.

1-Strategic Planning & Management

·      Develop and implement comprehensive after-sales and service plans aligned with company objectives.

·      Lead the development of electrical and mechanical maintenance strategies for service operations.

·      Analyse market trends and customer expectations to guide operational improvements and strategic initiatives.

·      Prepare and submit regular reports to management on after-sales performance, KPIs, and customer satisfaction levels.

2- Team Leadership and Training

·      Motivate, train, and lead the after-sales and service teams to achieve performance targets.

·      Oversee training plans for technicians and service staff to meet required technical competency levels.

·      Guide the service team to comply with all company policies, especially health and safety protocols.

3- Service Operations & Workshop Management

·      Supervise daily operations of service centres and ensure compliance with internal processes and OEM standards.

·      Set performance metrics and quality standards for maintenance and parts operations.

·      Plan and execute seasonal or strategic service campaigns in coordination with the manufacturer.

·      Track and report customer visit frequency and service satisfaction monthly.

·      Ensure proper scheduling, resource allocation, and efficient service delivery.

4-Parts & Warehouse Management

·      Organize and manage the storage of spare parts to ensure safety, accessibility, and protection from damage.

·      Continuously monitor stock levels and forecast future needs based on upcoming models and service trends.

·      Oversee parts reception, verify quantities and specifications against documentation.

·      Maintain an accurate parts inventory database and optimize warehouse space utilization.

·      Address slow-moving or obsolete inventory and coordinate with marketing to promote clearance strategies.

·      Ensure strict implementation of warehouse safety and fire prevention measures.

5- Customer Relations & Satisfaction

·      Develop and implement strategies to ensure high levels of customer satisfaction and retention.

·      Communicate regularly with customers to gather feedback on service and product quality.

·      Handle and resolve escalated complaints effectively and professionally.

·      Design and execute customer satisfaction surveys and analyse feedback to improve services.

·      Educate customers on the company’s products and services, addressing their queries and concerns.

·      Assist customers with contract renewals and notify them of expiration dates.

6- Cross-functional Collaboration & Marketing

·      Collaborate with the sales department to align service strategies with sales goals.

·      Coordinate with the marketing department to run campaigns promoting service offerings and customer loyalty.

7- Warranty Management

·      Act as the primary liaison between the company and the OEM for all warranty-related matters.

·      Manage the entire warranty process, including claim submission, follow-up, approval, and reimbursement.

·      Ensure all warranty repairs are completed according to OEM standards and documented appropriately.

·      Train service advisors and technicians on warranty procedures, eligibility criteria, and documentation requirements.

·      Monitor and audit warranty claims for compliance, accuracy, and potential fraud.

·      Analyse warranty data to identify recurring issues, propose preventive measures, and improve product reliability.

·      Maintain updated knowledge of OEM warranty policies and communicate changes to the relevant teams.

·      Coordinate with parts and workshop teams to ensure warranty parts are correctly handled, returned, or disposed of per OEM instructions.

·      Report monthly warranty KPIs to management and OEMs, including claim volume, approval rate, and turnaround time.

Qualifications:

•  
• Education: Bachelor’s Degree in Mechanical Engineering or a related field
• Experience: 6+ years of experience in after-sales or service management within the automotive sector
• Languages: Fluent in Arabic and English (Kurdish is a plus)
• Valid driver's license
• OEM certificates are a plus

Skills & Competencies:

• Leadership and team management
• Excellent communication and customer service skills
• Deep technical knowledge of vehicle systems and parts
• Proficiency in inventory management
• Ability to forecast and manage service-related KPIs