Head of Aftersales Department

About the role

The Head of Aftersales Department will lead all aftersales service functions for home appliances, home electronics, HVAC systems, and information display systems. This senior position is responsible for overseeing repair, maintenance, warranty claims, service quality, technical support, and customer complaint resolution, ensuring high standards of service delivery.

Key responsibilities

• Lead and manage the Authorized Service Network for Home Appliances, Home Electronics, and Mobile Communications products.
• Oversee repair, maintenance, warranty, and customer service operations to ensure timely resolution of inquiries and complaints.
• Ensure service standards, coverage, quality, and cost targets are consistently met.
• Support dealers with service or quality issues and manage parts quality or backorder challenges.
• Develop strategies with Dealer Service to improve service levels and achieve cost savings.
• Liaise with strategic partners, authorized service centers, sales, regional managers, parts, quality, warranty, and technical support teams.
• Review and analyse service performance data, identify improvement areas, and implement efficiency initiatives.

Required profile

• Bachelor’s degree in Engineering, Business, or a related field (required).
• Master’s degree or relevant postgraduate qualification (advantage).
• Technical training or professional certification in consumer electronics, home appliances, or HVAC systems (advantage).
• Minimum 10 years of experience in consumer electronics, home appliances, HVAC, or a related industry.
• Minimum 3‑5 years of managerial or supervisory experience, preferably in a service‑related department.

Required skills