Aftersales Manager

Key Responsibilities

• Own service cases from assessment to closure, prioritizing issues by urgency, customer impact, and agreed service commitments.
• Troubleshoot equipment, software, server, and network issues; coordinate approved corrective actions and escalate complex faults to specialist teams.
• Coordinate third-party service centers responsible for hardware repairs, monitoring repair quality, turnaround, equipment movements, and completion.
• Manage warranty claims, returns, replacements, and repair costs. Approve routine cases within policy and delegated limits; escalate exceptions and higher-value requests.
• Keep customers and partners informed of case status, next steps, and expected timelines, and resolve service complaints professionally.
• Deliver practical training and support materials for channel partners, customers, and internal teams on operation, administration, troubleshooting, and service procedures.
• Maintain service records, approvals, and reports; protect customer information, monitor recurring issues, and recommend service improvements.
• Assist with commissioning, acceptance testing, and handover when required, and coordinate ongoing support with relevant internal teams.

Qualifications

• Bachelor's degree in Electronics, Electrical or Computer Engineering, Information Technology, or a related field.
• At least three years of relevant experience in technical support, after-sales service, repair coordination, or service operations.
• Proactive in engagement with sales team and customers.Teamplayer and Customer-Centric.
• Practical troubleshooting skills across equipment, applications, servers, and IP networks, with experience handling service cases and technical escalations.
• Strong customer service, communication, training, and documentation skills; able to work independently and manage competing priorities.
• Experience coordinating service partners, administering warranties, or improving service workflows is preferred.
• Good in learning and acquiring new skills and technologies.