After Sales Service Manager

The After Sales Service Manager is responsible for driving the strategic direction and operational excellence of the after-sales service function. This role encompasses the development and execution of comprehensive service strategies team leadership and cross-functional collaboration to ensure superior customer satisfaction and business performance.

**Key Responsibilities:**

• Develop and execute after-sales service strategies including service network optimization quality assurance spare parts management warranty program administration and customer loyalty initiatives.
• Lead mentor and manage service teams to consistently achieve service level agreements and performance targets.
• Monitor and enhance customer satisfaction through key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores while implementing effective complaint resolution protocols.
• Collaborate with sales marketing and logistics departments to align after-sales operations with organizational business objectives.
• Oversee budgeting and financial management for service operations to optimize resource allocation and profitability.
• Ensure full compliance with Bosch regulations industry standards safety requirements and quality control procedures.
• Conduct comprehensive analysis of service data to identify operational trends implement process improvements and minimize downtime and recurring issues.
• Cultivate and maintain strategic relationships with key service partners and network providers to enhance service delivery capabilities and resolve escalated customer concerns.
• Generate detailed performance reports on service metrics including critical KPIs such as average service time rejection rates and after-sales revenue generation.

Qualifications :

• Bachelors degree in Business Administration Engineering Management or a related field.
• Minimum 510 years of progressive experience in customer service operations or after-sales management with at least 23 years in a supervisory or managerial capacity within the relevant industry.
• Demonstrated expertise in leading and developing high-performing teams to achieve service level agreements and performance targets.
• Proven ability to communicate effectively with diverse stakeholders including customers partners and internal teams with a strong customer-centric orientation.
• Advanced problem-solving capabilities with the ability to address complex service issues efficiently and systematically.
• Proficiency in Microsoft Office applications service management systems and financial analysis.
• Willingness to travel as required to support service network operations and field service activities.

Additional Information :

Your future job location offers you:

• Flexible working environment
• Flexible benefits allowances
• Employee discounts on Bosch products
• Associate Development programs @ BOSCH
• A working environment that promotes diversity and inclusivity

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Remote Work :

No

Employment Type :

Full-time