After Sales Team Lead

NOVENCO® Building & Industry A/S; Øverup; Hybrid; DKK 650,000 - 800,000; Full time

Benefits offered by this job

Pension scheme

Healthcare scheme

NOVENCollege training

25 days annual leave + 5 Feriefri

Job summary

NOVENCO Building & Industry A/S is seeking an After Sales Team Lead to guide the After Sales team in warranty claims, service, and spare parts, while driving continuous improvements across processes.

The role combines leadership with hands-on case handling, ensuring compliant operations and strong customer satisfaction from the HQ in Næstved, Denmark.

Qualifications

• Proven experience in warranty management or after-sales operations.
• Strong leadership with coaching experience.
• Fluent in Danish and English; German is a plus.

Responsibilities

• Lead and coach a team of 2 After Sales specialists.
• Own end-to-end After Sales process from claim to recovery.
• Coordinate cross-functional collaboration with multiple teams.
• Drive root-cause analysis and 8D/RCA.
• Improve case handling to reduce lead times.
• Ensure timely warranty reporting and KPI dashboards.
• Manage supplier and partner interactions for warranty claims.
• Maintain compliance with policies and regulations.

Skills

Warranty management

After-sales operations

Leadership

Analytical

CRM

ERP systems

Tools

CRM

ERP (IFS)

Job description

As After Sales Team Lead you are responsible for leading the After Sales team to ensure efficient handling of Warranty claims, Service and Spare Parts, driving continuous improvements in After Sales processes, and delivering excellent service to customers and internal stakeholders. You will manage After Sales lifecycle activities from claim intake and technical assessment to reimbursement and root‑cause analysis, ensuring compliance with company policy and regulatory requirements as well as overseeing Service and Spare Parts requests and fulfilment processes.

The Team Lead is responsible for defining and implementing After Sales processes, KPI structures and continuous improvement initiatives across the business.

As Team Lead, you will have both leadership and operational responsibilities. In addition to leading and supporting the team, you will actively handle cases and contribute to the day‑to‑day operations.

Your Impact

• Lead and coach a team of 2 After Sales specialists, providing day‑to‑day guidance, performance management and development opportunities.

• Own the end‑to‑end After Sales process including claim registration, technical evaluation, cost assessment, Service and Spare Parts request, approval of workflows and supplier recovery.

• Coordinate cross‑functional collaboration with Technical Sales Support, Sales Support, Order Handling, Product Management, R&D, Operations and Procurement to investigate failures, agree corrective actions and secure parts or financial recovery where appropriate.

• Drive root‑cause analysis and structured corrective actions (8D, RCA) to reduce warranty costs and recurrence of issues.

• Drive process optimization by developing and implementing efficient case handling procedures that reduce lead times and improve the customer and stakeholder experience.

• Ensure timely and accurate warranty reporting and maintenance of warranty and Service records, KPIs and dashboards to inform management decisions.

• Manage supplier and partner interactions for warranty claims, including negotiation of liability, credit notes and technical clarifications.

• Improve processes and documentation to increase efficiency, reduce cycle time and strengthen compliance with internal policies and external regulations.

• Ensure a customer‑centric approach to all after‑sales activities, balancing commercial interests with long‑term customer satisfaction and loyalty.

What Drives Success

• Strong Proven experience in warranty management, after‑sales operations or service management, preferably within industrial equipment, HVAC or related sectors.

• Strong Technical understanding of mechanical and electrical systems and the ability to interpret technical reports, test data and service feedback.

• Leadership skills with experience in coaching teams, prioritizing workload and driving continuous improvement in a customer‑facing environment.

• Structured and analytical approach with strong problem‑solving skills, attention to detail and experience using data to drive decisions.

• Excellent stakeholder management and communication skills; comfortable negotiating with suppliers and collaborating across functions.

• Experience with systems such as CRM, ERP (IFS ) or warranty management tools and proficiency in creating reports and maintaining accurate records.

• Commercial awareness and the ability to balance customer satisfaction with cost control and compliance.

• Language. Fluent in Danish and English, German language skills are an advantage but not essential

What We Offer

• A central, visible role in an international company with direct impact on customer satisfaction and product performance.

• The opportunity to shape after sales processes and influence cross‑functional improvements.

• Competitive salary and employee benefits in line with company policy.

• 25 days’ annual leave plus 5 days Feriefri after the qualifying period.

• Standard auto‑enrolment pension scheme and access to a healthcare scheme.

• Professional development and training through NOVENCollege, with clear progression paths.

• An inclusive workplace that values diversity and equal opportunity.

Context

This is an onsite role at our HQ in Næstved. The After Sales Team Lead reports to the Head of Sales Support & Service and will work closely with Technical Sales Support, Sales Support, Product Management, R&D, Operations and Procurement.

NOVENCO Building & Industry is an equal opportunities employer and welcomes applications from all backgrounds.