Job Description

JOB OBJECTIVE:

The Aftersales Manager will be responsible for leading and managing all post-sales functions including service operations, spare parts, warranty, and customer support. This role ensures that customers receive timely, high-quality aftersales services that strengthen trust, enhance customer satisfaction, and secure long-term partnerships. Acting as a key link between clients and internal departments, the Aftersales Manager drives continuous improvement in service delivery while reinforcing Rime's position as a reliable partner in the Refrigeration industry.

MAJOR DUTIES AND RESPONSIBILITIES:

Develop and implement aftersales strategies, policies, and procedures to achieve customer satisfaction and service excellence. Oversee service operations including installation support, maintenance contracts, warranty handling, and technical troubleshooting. Manage spare parts inventory and ensure timely availability of parts to support customer needs. Lead, train, and motivate the service and support team to maintain high standards of performance and professionalism. Establish strong relationships with customers, addressing escalations and ensuring timely resolution of issues. Monitor KPIs related to service quality, response times, customer satisfaction, and revenue from aftersales activities. Collaborate with production, sales, and logistics teams to ensure seamless coordination and customer support. Identify opportunities for process improvements and new service offerings to enhance competitiveness. Prepare regular reports on aftersales performance, customer feedback, and business opportunities.

QUALIFICATIONS:

Bachelor's degree in Mechanical Engineering or a related field. Minimum 5-8 years of experience in Service / Production management within Refrigeration or related industries. Proven track record of leading service operations, managing teams, and handling customer escalations. Solid understanding of warranty processes, spare parts management, and service contracts. Solid understanding of refrigeration industry and troubleshooting methods. Experience working in a multinational or regional company in the Middle East is preferred.

REQUIRED SKILLS:

Strong leadership and team management abilities. Excellent communication, negotiation, and customer relationship skills. Strategic thinking with the ability to balance customer needs and business goals. Proficiency in MS Office and ERP systems; knowledge of CRM tools is an advantage. Analytical mindset with problem-solving skills and attention to detail. Ability to thrive under pressure and handle complex customer issues.
Job Type: Full-time