Aftersales Manager

About the role

The Aftersales / Retail Operations Manager is responsible for overseeing the overall operational and technical performance of the company's aftersales and service operations. The role ensures efficient service delivery, high repair quality, timely resolution of technical concerns, strong customer satisfaction, and consistent compliance with company standards. The position will work closely with Service Centers, Retail Stores, Technical Support, Spare Parts, Customer Service, Sales, and other cross-functional teams to monitor operational performance, resolve technical and service concerns, improve processes, and ensure a consistent customer experience.

Key responsibilities

• Oversee the day-to-day operations and performance of service centers and aftersales activities.
• Monitor key operational KPIs, including repair turnaround time, service productivity, repeat repairs, customer satisfaction, and service quality.
• Develop and implement initiatives to improve service efficiency, productivity, and customer experience.
• Analyze service center performance and identify operational gaps and areas for improvement.
• Ensure proper implementation of aftersales policies, procedures, and service standards.
• Oversee technical support and troubleshooting for smartphones, mobile devices, and related products.
• Provide guidance on complex technical issues, product defects, repair procedures, and diagnostic concerns.
• Oversee warranty claims, repair processes, replacement units, and technical escalation cases.
• Lead, coach, and develop service center, technical, and relevant retail operations teams.
• Identify opportunities to streamline repair, service, warranty, and retail aftersales processes.

About you

• Bachelor's degree in Engineering, Electronics, Information Technology, Business Administration, Operations Management, or a related field.
• 5–8 years of experience in aftersales, service operations, retail operations, technical support, repair operations, or consumer electronics.
• At least 2–3 years of experience in a supervisory or managerial capacity.
• Strong technical knowledge of mobile devices, smartphones, electronics, hardware/software troubleshooting, and repair processes.
• Strong analytical and problem-solving skills, with the ability to interpret operational and technical data.
• Good knowledge of Microsoft Excel, PowerPoint, and reporting tools.
• Strong communication, leadership, coordination, and stakeholder-management skills.
• Willingness to travel to different service centers and retail locations when required.