About this role
Location: Addis Ababa About the role: Sun King is looking for an experienced After-Sales Manager to oversee its After-Sales operations in Ethiopia. This role focuses on delivering high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical assistance. You will manage the After-Sales team, improve operational processes, and maintain productive relationships with customers, service partners, and internal teams. Your work will help build customer confidence, strengthen customer retention, and deliver a consistent, high-quality service experience. You will also work across departments to resolve customer issues, including product replacements, warranty claims, troubleshooting, logistics, and service training. If you are passionate about customer experience, enjoy finding practical solutions, and excel at improving service operations, this opportunity is for you! After-Sales Service Management Ensure timely resolution of customer complaints, warranty claims, and service requests. Monitor service turnaround time (TAT) and implement improvements to enhance service delivery. Coordinate with technical teams, service partners, and third-party providers to ensure quality repairs, maintenance, and product replacements. Team Management & Development Manage, coach, and mentor After-Sales Executives, technicians, and service staff to achieve high service standards and business results. Organise training sessions to strengthen customer service, technical troubleshooting, and service delivery capabilities. Promote continuous learning and professional development across the team, enabling team members to expand their skills and technical expertise. Warranty & Spare Parts Coordination Oversee warranty administration, including approvals, rejections, and documentation, in line with company policies. Manage spare parts inventory to maintain availability, control costs, and meet service requirements. Coordinate with internal teams and external partners to ensure timely procurement and distribution of spare parts. Customer Relationship Management Build and maintain productive relationships with key customers, addressing escalations promptly and effectively. Conduct customer feedback surveys, review findings, and implement improvements to the service experience. Monitor compliance with service level standards and ensure consistent service quality. Systems & Process Development Work with technology teams to ensure company systems and applications meet customer service and operational requirements. Review existing workflows and develop improved processes that enhance efficiency, service quality, and the overall customer experience. Operational Planning & Efficiency Translate the global After-Sales strategy into long-term operational plans for Ethiopia, accounting for business growth, evolving service requirements, and future customer needs. Improve the efficiency and profitability of the After-Sales function in line with current service offerings and projected business growth. Monitor performance against key performance indicators (KPIs), including service turnaround times and customer Net Promoter Scores (NPS). Identify opportunities to improve service delivery, resource utilisation, and operational performance. Reporting, MIS & Compliance Prepare and present periodic reports on After-Sales performance, service quality, and operational efficiency. Identify operational bottlenecks and implement process improvements based on performance data. Ensure adherence to company policies, service standards, and applicable industry regulations. Carry out other duties assigned by the supervisor, as required.