After Sales Manager, Nigeria Operations
Sun King
Full-time
On-site
Lagos, Nigeria
Location : Lagos, Nigeria
About the Role:
Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Nigeria. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers and achieve best-in-class customer satisfaction.
About the Role:
Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Nigeria. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers and achieve best-in-class customer satisfaction.
What you would be expected to do
After-Sales Service Management
- Ensure timely resolution of customer complaints, warranty claims, and service requests.
- Monitor service turnaround time (TAT) and implement improvements.
- Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.
Team Leadership
- Supervise, mentor & guide the after-sales executives, technicians.
- Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
- Encourage Professional growth within the team, mentoring individuals to develop valuable skill sets.
Warranty & Spare Parts Coordination
- Oversee warranty administration, including approvals, rejections, and documentation.
- Manage spare parts inventory, ensuring availability and cost efficiency.
- Liaise with internal & external stakeholders for timely spare parts procurement.
Customer Relationship Management
- Maintain strong relationships with key clients, addressing escalations proactively.
- Conduct customer feedback surveys and implement service improvements.
- Ensure compliance with service level agreements (SLAs).
Systems and process design:
- Coordinate with technology teams to ensure company systems meet customer service needs, including applications.
- Develop new processes to transform current service operations more efficiently.
Drive Operational Efficiency:
- Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth.
- Maximise efficiency and profitability for the service department within Nigeria, in line with the current offerings and the projected business growth.
Reporting & MIS:
- Prepare and provide periodic reports on after-sales performance.
- Identify bottlenecks and implement process optimizations.
- Ensure compliance with company policies and industry regulations.
What Sun King Offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.