<p>The After Sales Service Manager leads post-sales support, warranty and field service functions to ensure excellent customer outcomes. This role manages service teams, spare parts logistics and external vendors. The successful candidate will drive service KPIs, optimise processes and maintain high customer satisfaction.</p>
<p>This job description outlines the responsibilities, skills and qualifications required to hire an experienced After Sales Service Manager who will safeguard customer satisfaction and optimise service operations.</p>
<h2>After Sales Service Manager Job Profile</h2>
<p>The After Sales Service Manager oversees repair, maintenance and warranty services for products across their lifecycle. They ensure teams meet service level agreements and maintain high standards of customer care, safety and regulatory compliance.</p>
<p>Reporting to the Head of Operations or Commercial Director, the manager coordinates field engineers, service centre staff and third-party vendors to resolve technical issues swiftly, control costs, and protect brand reputation.</p>
<h2>After-Sales Service Manager Job Description</h2>
<p>The After-Sales Service Manager is responsible for designing and implementing after-sales strategies that improve customer retention and reduce time to resolution. This includes owning the end-to-end service delivery model, from initial fault diagnosis through to repair, parts supply and invoicing. The role requires strong technical knowledge combined with commercial awareness to balance customer expectations with profitability.</p>
<p>Day-to-day duties include leading a multi-site service organisation, setting and monitoring KPIs such as first time fix, mean time to repair and customer satisfaction scores, and ensuring compliance with warranty policies. The manager will also develop and deliver training programmes for engineers, implement quality assurance processes and manage contract performance with external service providers.</p>
<p>Strategic responsibilities include analysing service data to identify trends, proposing continuous improvement initiatives and collaborating with product, sales and supply chain teams to improve product reliability and spare parts availability. The role demands excellent stakeholder management, as the manager will liaise with customers, senior management and suppliers to negotiate terms and resolve escalations professionally.</p>
<h2>After-Sales Service Manager Duties and Responsibilities</h2>
<ul>
<li>Lead and coach after-sales teams, including field engineers, service centre staff and support personnel.</li>
<li>Define and monitor service KPIs and prepare regular performance reports for senior management.</li>
<li>Manage warranty claims, approvals and supplier recoveries in accordance with company policy.</li>
<li>Oversee spare parts planning, stock control and logistics to minimise downtime.</li>
<li>Develop and maintain service level agreements and contractual terms with customers and third parties.</li>
<li>Coordinate field service scheduling to maximise first-time fix rates and reduce travel costs.</li>
<li>Implement quality control and root cause analysis for recurring failures.</li>
<li>Drive continuous improvement initiatives to enhance service efficiency and reduce cost to serve.</li>
<li>Manage budgets, forecast service revenue and control operational expenditure.</li>
<li>Ensure health and safety compliance and adherence to regulatory requirements at service sites.</li>
<li>Handle customer escalations and maintain high levels of customer satisfaction and retention.</li>
<li>Collaborate with R and D and product teams to provide feedback on field issues and influence design improvements.</li>
</ul>
<h2>After-Sales Service Manager Requirements and Qualifications</h2>
<ul>
<li>Bachelor's degree in engineering, business or a related discipline or equivalent experience.</li>
<li>Proven experience in after-sales, field service or technical support management, ideally within manufacturing or capital equipment sectors.</li>
<li>Strong technical understanding of products and diagnostic techniques.</li>
<li>Demonstrable experience managing multi-site teams and external vendors.</li>
<li>Excellent communication and stakeholder management skills.</li>
<li>Commercial acumen with experience managing budgets and service P and L.</li>
<li>Familiarity with spare parts management, warranty processes and contract law.</li>
<li>Analytical skills with the ability to use service data to drive decisions and improvements.</li>
<li>Proficiency with CRM, ERP and field service management software.</li>
<li>Full driving licence for travel to customer sites and service centres as required.</li>
</ul>