After-Sales Service Manager

About the role

We are a leading electronics manufacturer in Amman seeking an experienced After‑Sales Service Manager to lead our service centre, ensure high customer satisfaction and drive continuous improvement of after‑sales operations.

Key responsibilities

• Oversee daily operations of the service centre, managing workflow and resources.
• Lead, mentor and evaluate a team of up to six service technicians.
• Resolve customer complaints and escalated service cases with professionalism and empathy.
• Act as primary liaison with international manufacturers and suppliers for technical issues, warranty claims and product support.
• Administer and track Return Merchandise Authorization (RMA) requests.
• Monitor warranty repairs to ensure compliance with policies and timely service of TVs, appliances and related products.
• Develop and monitor KPIs such as turnaround time, first‑time‑fix rate, customer satisfaction and warranty costs.
• Analyze recurring product failures and provide feedback to drive product improvement.
• Manage spare parts inventory, coordinating orders with suppliers.
• Prepare performance reports on service centre operations, technician productivity, warranty claims and customer feedback.

Required profile

• Bachelor of Business Administration or Associate degree in Applied Business.
• Minimum 10 years progressive experience in after‑sales service within consumer electronics.
• 3‑5 years experience managing a service centre.
• Strong product knowledge of consumer electronics.
• Excellent communication, empathy and conflict‑resolution skills.

Required skills

• Proficiency with Customer Relationship Management (CRM) systems.
• Warranty Management, including claims processing and policy adherence.
• Repair and Installation processes for electronic devices.
• RMA processing.
• Service reporting and data analysis.