Job Description

Senior Aftersales Service Operations Manager

Brief Summary

We are seeking an experienced and results-driven Senior Aftersales Service Operations Manager to lead our aftersales service team in delivering exceptional customer experiences and driving business growth. The successful candidate will be responsible for developing and implementing strategies to enhance service efficiency, quality, and customer satisfaction, while ensuring compliance with company policies and industry regulations.

Key Responsibilities

• Develop and execute aftersales service strategies to achieve business objectives and improve customer satisfaction
• Lead and manage a team of service professionals, providing guidance, coaching, and development opportunities to ensure exceptional performance
• Analyze service metrics and customer feedback to identify areas for improvement and implement corrective actions
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless integration and alignment of aftersales service operations
• Monitor and control service budgets, ensuring cost-effective operations and maximizing revenue opportunities
• Implement and maintain quality control processes to ensure adherence to industry standards and company policies
• Build and maintain strong relationships with customers, dealers, and external partners to drive business growth and improve customer loyalty

Requirements

• Bachelor’s degree in a relevant field, such as Business Administration, Engineering, or a related field from a recognized Ethiopian university
• Minimum 5 years of experience in aftersales service operations, with at least 2 years in a management role
• Proven track record of achieving business objectives and improving customer satisfaction in a similar role
• Strong leadership and management skills, with the ability to motivate and develop high-performing teams
• Excellent communication, interpersonal, and problem-solving skills, with the ability to build strong relationships with customers, dealers, and external partners
• Strong analytical and strategic thinking skills, with the ability to analyze complex data and develop effective solutions
• Familiarity with industry regulations and standards, including those related to quality, safety, and environmental management
• Proficiency in MS Office applications, including Excel, Word, and PowerPoint, and experience with service management software and systems
• Fluency in English and Amharic, with excellent written and verbal communication skills