After Sales Service Manager - Home Appliances

Key Responsibilities

1.

Service Operations ManagementManage end-to-end after-sales service operations for (refrigerators, washing machines, ACs, ovens, dishwashers, small appliances, & TV)Ensure timely repair, installation, and maintenance services across service centers and field teamsInvestigate and solve all failuresMonitor service KPIs such as turnaround time, first-time fix rate, repeat repair rate, warranty cases, spare parts turnover, and customer satisfactionDevelop and implement service strategies to improve efficiency, quality, and customer experienceRecommend corrective actions to improve aftersales service

2.

Customer Experience & Complaint ManagementOversee handling of escalated customer complaints and ensure effective resolutionEnsure service teams deliver professional, customer-focused serviceMonitor customer feedback, service ratings, and complaint trendsImplement initiatives to enhance customer loyalty and brand reputation

3.

Warranty & Cost ControlManage warranty policies, claim approvals, and cost optimizationControl after-sales service costs, including labor, spare parts, logistics, and warranty expensesAnalyze warranty trends and implement actions to reduce recurring failuresEnsure compliance with company warranty standards and manufacturer agreements

4.

Spare Parts & Supply Chain CoordinationOversee spare parts planning, inventory control, and parts availabilityEnsure optimal stock levels to support service speed and minimize downtimeCoordinate with procurement, warehouses, and suppliers to avoid shortages or overstockMonitor parts consumption, obsolete stock, and inventory turnover

5.

Service Network & Team LeadershipLead, coach, and evaluate service engineers, and technical teams.Manage authorized service centers and third-party service providersConduct performance reviews and technical training programsDevelop team capabilities, productivity, and service professionalism

6.

Quality Assurance & Continuous ImprovementMonitor service quality audits and implement corrective actionsAnalyze failure trends and work with technical teams to improve product reliabilityStandardize service procedures, repair processes, and documentationDrive process improvements using data analytics and best practices

7.

Reporting & Business PerformancePrepare monthly performance reports on service operations, costs, and KPIsPresent insights and improvement plan to senior managementUse data analytics to forecast service demand and resource needsSupport budgeting, forecasting, and financial planning for after-sales operations

8.

Cross-Functional CoordinationWork closely with sales, logistics, product, quality, warranty, service centers and marketing teamsSupport product launches with service readiness, training, and parts planningProvide feedback to manufacturing and R&D based on field failure dataCollaborate with suppliers and OEMs to resolve quality or parts issues Products CoveredRefrigerators & FreezersWashing Machines & DryersAir ConditionersTV screensDishwashersCooking AppliancesSmall Appliances

Leadership & ManagementStrong team leadership and people management skillsExperience managing service centers or field service networksAbility to set KPIs, manage budgets, and drive performanceTechnical & Business SkillsStrong understanding of home appliance technology and after-sales processesKnowledge of warranty systems, spare parts operations, and service logisticsFinancial acumen for cost control and profitabilityData-driven decision-making and reporting (Excel, ERP, CRM, SAP preferred)Soft SkillsExcellent customer service and conflict resolution skillsStrong communication, negotiation, and presentation abilitiesStrategic thinking and problem-solving mindsetAbility to work under pressure and manage multiple priorities Qualifications & ExperienceBachelor’s degree in Electrical, Mechanical, Electronics, or Industrial Engineering5–10+ years of experience in after-sales service, preferably in home appliances3+ years in a managerial or leadership roleExperience managing service networks, warranties, and spare parts operations