After Sales Service Manager

Job Description

The After Sales Service Manager is responsible for driving the strategic direction and operational excellence of the after-sales service function. This role encompasses the development and execution of comprehensive service strategies, team leadership, and cross-functional collaboration to ensure superior customer satisfaction and business performance.

..Key Responsibilities:..

• Develop and execute after-sales service strategies, including service network optimization, quality assurance, spare parts management, warranty program administration, and customer loyalty initiatives.
• Lead, mentor, and manage service teams to consistently achieve service level agreements and performance targets.
• Monitor and enhance customer satisfaction through key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, while implementing effective complaint resolution protocols.
• Collaborate with sales, marketing, and logistics departments to align after-sales operations with organizational business objectives.
• Oversee budgeting and financial management for service operations to optimize resource allocation and profitability.
• Ensure full compliance with Bosch regulations, industry standards, safety requirements, and quality control procedures.
• Conduct comprehensive analysis of service data to identify operational trends, implement process improvements, and minimize downtime and recurring issues.
• Cultivate and maintain strategic relationships with key service partners and network providers to enhance service delivery capabilities and resolve escalated customer concerns.
• Generate detailed performance reports on service metrics, including critical KPIs such as average service time, rejection rates, and after-sales revenue generation.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Management, or a related field.
• Minimum 5-10 years of progressive experience in customer service, operations, or after-sales management, with at least 2-3 years in a supervisory or managerial capacity within the relevant industry.
• Demonstrated expertise in leading and developing high-performing teams to achieve service level agreements and performance targets.
• Proven ability to communicate effectively with diverse stakeholders, including customers, partners, and internal teams, with a strong customer-centric orientation.
• Advanced problem-solving capabilities with the ability to address complex service issues efficiently and systematically.
• Proficiency in Microsoft Office applications, service management systems, and financial analysis.
• Willingness to travel as required to support service network operations and field service activities.

Additional Information

Your future job location offers you:

• Flexible working environment
• Flexible benefits allowances
• Employee discounts on Bosch products
• Associate Development programs @ BOSCH
• A working environment that promotes diversity and inclusivity

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