Head of Aftersales & Service

Role PurposeWe are seeking a highly experienced and customer-focused Head of Aftersales & Service to lead and oversee all aftersales operations across Zimbabwe. The successful candidate will be responsible for driving service excellence, managing workshops and spare parts operations, ensuring warranty compliance, improving customer satisfaction, and building a world-class service network that supports the growth of our electric mobility business.The ideal candidate will bring extensive automotive aftersales experience, strong technical leadership capabilities, and a proven track record of managing service operations within a fast-paced environment.Key ResponsibilitiesAftersales Strategy & OperationsDevelop and execute the aftersales and service strategy in alignment with company objectives.Establish and maintain industry-leading service standards across all service centers and workshops.Drive operational efficiency, profitability, and continuous improvement initiatives within the service function.Monitor and improve service KPIs, customer satisfaction, and service turnaround times.Workshop ManagementLead the day-to-day operations of workshops and service centers.Ensure workshops are adequately staffed, equipped, and maintained to deliver high-quality service.Implement best practices in repair processes, preventive maintenance, and technical troubleshooting.Ensure compliance with safety, quality, and operational standards.Technical LeadershipProvide technical guidance and leadership to service managers, technicians, and support teams.Develop technical training programs to enhance workforce capabilities.Support diagnostic processes and resolution of complex technical issues.Maintain high standards of technical expertise across the service network.Parts & Inventory ManagementOversee spare parts planning, procurement, stock management, and distribution.Ensure optimal inventory levels to minimize downtime and maximize service efficiency.Collaborate with suppliers and procurement teams to maintain parts availability.Monitor parts performance and implement cost-control measures.Warranty ManagementManage OEM warranty processes and ensure full compliance with warranty policies and procedures.Review warranty claims and oversee claim submissions and approvals.Analyze warranty trends and implement corrective actions to reduce recurring issues.Act as the primary liaison with OEMs regarding warranty-related matters.Customer Service ExcellenceOwn and drive the customer service experience across all aftersales touchpoints.Develop customer retention programs and service initiatives that enhance customer loyalty.Monitor customer feedback and implement improvements based on insights and trends.Ensure timely resolution of customer complaints and service escalations.Performance Management & ReportingEstablish service performance metrics and reporting frameworks.Monitor workshop productivity, service profitability, warranty performance, and customer satisfaction metrics.Prepare regular operational reports and recommendations for senior management.Drive accountability and performance management across the service organization.Qualifications & ExperienceBachelor's Degree in Mechanical Engineering, Automotive Engineering, Business Management, or a related field.Minimum of 8-10 years' experience in automotive aftersales and service operations.At least 5 years of leadership experience managing service teams, workshops, or aftersales operations.Strong technical background with proven experience leading technical service functions.Demonstrated experience managing workshop operations and spare parts businesses.Hands-on experience with OEM warranty management processes.Strong understanding of customer service management and customer retention strategies.Experience within the automotive, motorcycle, electric mobility, or related industries is highly preferred.