After Sales Manager

About the role

The After Sales Manager manages the after-sales services for the company's printer and computer products, ensuring high customer satisfaction. This role involves coordinating repairs, technical support, and warranty services while leading a team of technicians and customer service staff.

Key responsibilities

• Coordinate repairs, technical support, and warranty services
• Lead a team of technicians and customer service staff
• Maintain operational efficiency
• Monitor service performance
• Address customer feedback to continuously improve the after-sales process

EDUCATIONAL QUALIFICATIONS:

• Bachelor’s degree in Business Management, Information Technology, Engineering, or a related field (required).
• Additional certifications in IT, technical support, or customer service (preferred).

EXPERIENCE:

• Minimum of 3 years of experience in after-sales service management, preferably in the printer and computer industry.
• Proven track record in handling customer service, technical support, and repair services for technology products.
• Experience managing a team of technicians, customer support staff, or service engineers.

TECHNICAL SKILLS:

• Strong technical knowledge of printers, computers, and peripheral devices.
• Familiarity with warranty management processes, product return procedures, and service level agreements (SLAs).
• Experience with after-sales management software, CRM systems, and inventory control tools.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant software.

CORE COMPETENCIES:

• Customer-focused: Ability to maintain high levels of customer satisfaction and resolve issues efficiently.
• Leadership: Strong leadership and team management skills to guide the after-sales team in achieving service goals.
• Problem-Solving: Excellent analytical and problem-solving abilities to address technical issues and improve service processes.
• Communication Skills: Strong written and verbal communication skills for coordinating with customers, technicians, and management.
• Time Management: Ability to manage multiple tasks, prioritize service requests, and meet deadlines.
• Process Improvement: Demonstrated ability to evaluate and improve operational efficiency in after-sales services.

PERSONAL ATTRIBUTES:

• Strong organizational and multitasking skills, with a keen eye for detail.
• High level of integrity, professionalism, and customer service orientation.
• Ability to work under pressure and handle complex customer complaints with poise.

ADDITIONAL REQUIREMENTS:

• Knowledge of printer and computer equipment standards, regulations, and warranty policies.
• Availability to work extended hours or weekends as needed to meet customer service demands.
• Valid driver’s license (if travel to customer sites is required).
• Customer Relationship Management
• Salesforce
• Excellent Communication Skills
• Sales Management
• After-Sales Technical Support
• After-Sales Service
• After-Sales Maintenance
• Sales Training
• Relationship Building
• Pre-Sale Product Demonstration