Job Summary
The After-Sales Manager is responsible for leading and enhancing after-sales service operations across the company’s network of service centres throughout Iraq. The role ensures the consistent delivery of high-quality customer support, operational efficiency, and service excellence across all locations. The position oversees multi-city service operations, driving quality management, technician development, OEM compliance, customer satisfaction, and continuous operational improvement. Combining strategic leadership with hands-on operational oversight, the After Sales Manager establishes and maintains the systems, policies, and performance standards required to deliver exceptional after-sales service.
Key Responsibilities
1. Service Centre Network Management:
- Oversees the day-to-day operations of all service centres across multiple locations in Iraq
- Ensure all centres operate in full compliance with OEM partner service standards, certification requirements, and audit benchmarks
- Conduct regular structured visits and operational audits to all service centres; identify performance gaps and implement corrective action plans
- Standardises service workflows, tools, equipment, and environmental standards across all locations to ensure a consistent and high-quality customer experience
- Manage capacity planning across the network: staffing levels, service bay utilisation, equipment maintenance, and seasonal demand fluctuations
- Serve as the primary point of contact for OEM partners for all after-sales service matters at the national level
- Maintains and strengthens strategic partner relationships while upholding and exceeding recognised service excellence standards across operations
- Manage all OEM service agreements, KPIs, reporting obligations, and periodic partner audits across all centres
- Coordinates OEM-required technician certifications, training programs, and compliance updates across the service network
- Prepares and submits accurate OEM performance reports within agreed timelines, ensuring strong partner performance results and compliance standards
- Lead preparations for annual and surprise OEM audits and ensure all centres are perpetually audit-ready
- Defines and implements after-sales customer experience standards, ensuring every customer interaction reflects the company’s high service quality and brand standards
- Establish and oversee customer satisfaction measurement systems (CSAT, NPS) across all centres and analyse trends and drive continuous improvement
- Manage the escalation process for complex or sensitive customer complaints; personally, handle VIP and critical cases when required
- Design and implement customer feedback loops that feed directly into service improvement initiatives
- Ensure service communication (status updates, repair notifications, warranty explanations) is clear, timely, and professional in Arabic, Kurdish, and English
- Oversees all repair and service operations to ensure compliance with OEM repair standards, internal SOPs, and established quality benchmarks
- Monitor First-Time Fix Rates (FTFR), Repeat Repair Rates, and Turnaround Times (TAT) across all centres and drive performance to exceed OEM targets
- Implement and manage a quality control system, including pre/post-repair inspection protocols, device testing standards, and documentation requirements
- Oversee spare parts inventory management at all service centres to ensure optimal stock levels of OEM-certified parts to prevent service delays
- Manage warranty claim processing end-to-end: submission accuracy, OEM approval rates, claim reimbursement tracking, and dispute resolution
- Develop, document, and implement comprehensive SOPs for all after-sales service operations, covering: (1) Customer intake, diagnostics, and repair workflow; (2) Warranty and out-of-warranty claim handling; (3) Spare parts ordering, receiving, and inventory management; (4) Device handling, packaging, and return-to-customer protocols; (5) Service center cleanliness, safety, and environmental standards; (6) Customer escalation and complaint resolution process
- Conduct regular SOP audits across all centres and retrain staff where deviations are identified
- Continuously benchmarks operational processes against OEM best practices and regional industry standards to maintain a market-leading position
- Develops and enforces after-sales policies aligned with OEM partner requirements, consumer protection standards, and the company’s service philosophy, including: (1) Warranty and guarantee policy; (2) Out-of-warranty repair pricing and authorisation policy; (3) Device data privacy and customer confidentiality policy; (4) Technician code of conduct and ethics policy; (5) Spare parts authenticity and anti-counterfeit policy
- Ensure all service operations comply with Iraqi Labour Law No. 37 (2015), relevant consumer protection regulations, and OEM contractual obligations
- Lead, mentor, and manage all after-sales staff across Iraq: service centre managers, senior technicians, technicians, service advisors, and support staff
- Design and implement a structured training and certification roadmap to ensure 100% of technical staff hold current OEM certifications
- Establish performance management systems for all after-sales personnel; conduct regular reviews, set KPIs, and develop succession plans
- Builds a high-performance culture rooted in service excellence, accountability, customer focus, precision, and continuous improvement
- Identify, recruit, and onboard top talent across service centre locations; maintain a talent pipeline for growth
- Develop and present monthly, quarterly, and annual after-sales performance dashboards to the General Manager, covering all centres and all OEM partner lines
- Track and analyse service centre revenue, cost per repair, parts margins, warranty reimbursement, and overall after-sales P&L contribution
- Identify service trends, recurring defect patterns, and customer pain points; present data-driven recommendations for improvement
- Manage the after-sales technology stack (service management software, CRM, ticketing systems) and identify upgrades to support growth
Requirements
Education:
- Bachelor’s degree in Business Administration, Engineering (Electrical/Electronics), Information Technology, or a related field — required
- Master’s degree (MBA) or professional certifications in Service Management — preferred
- Minimum 7 years of progressive experience in after-sales service, technical operations, or customer service management — required
- Minimum 5 years managing multiple service centres or a service network, preferably in mobile/consumer electronics — required
- Direct experience managing OEM service partnerships (Samsung, Honor, Huawei, Apple, or equivalent) — strongly preferred
- Proven experience managing teams across multiple geographic locations in Iraq or the wider MENA region
- Track record of achieving or maintaining award-level service performance with major OEM partners
- Strong understanding of mobile device repair, diagnostics, and OEM service standards for Samsung and Android-based devices
- Familiarity with OEM partner portals, warranty claim systems, and compliance frameworks
- Proficiency in service management software, CRM tools, and reporting platforms
- Arabic: Full professional proficiency — required
- Kurdish: Professional or conversational — strongly preferred
- English: Professional proficiency for OEM partner communication and reporting — required
- Service Excellence Mindset: deep commitment to maintaining and raising award-winning service standards
- Leadership: ability to inspire, develop, and hold accountable a geographically dispersed team
- OEM Partnership Management: skilled at navigating partner requirements and maintaining top-tier certification and audit performance
- Analytical Thinking: data-driven approach to diagnosing service issues and designing improvements
- Customer Obsession: genuine commitment to delivering exceptional customer experiences at every touchpoint
- Cross-Cultural Communication: effective engagement with diverse teams, OEM partner representatives, and customers across Iraq
- Headquarters-based with frequent travel to service centre locations across Iraq
- Availability required to respond to service escalations and operational emergencies outside standard working hours
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.