Aftersales Service Director

Hired Recruitment (Pty) Ltd; Gauteng; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Hired Recruitment (Pty) Ltd. is seeking an Aftersales Service Director to lead strategic and operational functions in an industrial equipment environment.

You will drive initiatives across workshop, field service, and customer support to improve uptime and service quality. The role requires a strong background in aftersales leadership, budgeting, and cross-functional collaboration with Sales, Technical, Operations, and Finance teams.

Qualifications

• Bachelor's degree in related field.
• MBA or postgraduate qualification advantageous.
• Proven senior aftersales/service leadership in industrial/manufacturing environments.
• Experience managing workshop operations, field service teams, and service administration.

Responsibilities

• Develop and implement aftersales strategy aligned with company objectives.
• Lead workshop, field service, service administration, call centre/dispatch, warranty and customer support.
• Oversee planning, scheduling and execution of service operations.
• Maintain high standards of service delivery across customer touchpoints.
• Manage budgets, labour recovery and profitability.
• Prepare regular reports on operational and service metrics.

Skills

Strategic Leadership

Aftersales Operations

Service Delivery

Commercial Acumen

Customer Relationship

Technical Service

Operational Planning

Process Improvement

KPIs & Performance

Team Leadership

Problem Solving

Adaptability & Resilience

Organisational Skills

Communication Skills

Education

Bachelor's Degree in Business/Engineering/Operations Management

MBA or postgraduate qualification

Tools

ERP systems

CRM systems

Job description

Position: Aftersales Service Director

Industry: Industrial Equipment Manufacturing

Reports to: Managing Director

Main Responsibilities

Strategic Leadership

• Develop and implement the aftersales strategy aligned with the company's objectives to enhance customer satisfaction, operational efficiency, and business performance.
• Drive continuous improvement initiatives across all aftersales functions.
• Ensure the aftersales division delivers exceptional customer experiences while achieving operational and financial targets.

Operational Leadership

• Lead and manage the workshop, field service technicians, service administration, call centre/dispatch, warranty administration, and customer support functions.
• Oversee the effective planning, scheduling, and execution of service operations to maximise customer uptime and operational efficiency.
• Ensure high standards of service delivery across all customer touchpoints.

Team Management

• Lead, mentor, motivate, and develop the aftersales management team and service personnel.
• Foster a high-performance, customer-focused culture.
• Establish performance objectives and monitor team performance against agreed KPIs.

Customer Relationship Management

• Build and maintain strong relationships with key customers.
• Manage customer escalations and ensure timely resolution of complex service-related issues.
• Work proactively to improve customer satisfaction and long-term customer retention.

Process Improvement

• Continuously review and improve aftersales processes, including service delivery, workshop operations, warranty management, spare parts support, and field service operations.
• Identify opportunities to improve productivity, efficiency, and service quality.
• Implement best practices and standard operating procedures across the aftersales function.

Collaboration

• Work closely with the Sales, Technical, Operations, Supply Chain, and Finance teams to ensure alignment and seamless customer support.
• Support cross-functional initiatives that improve customer experience and business performance.

Training & Development

• Develop and implement training programmes to enhance technical knowledge, leadership capability, product expertise, and customer service skills.
• Ensure ongoing development of service teams to meet business and customer requirements.

Commercial & Budget Management

• Manage the aftersales operating budget and ensure effective allocation of resources.
• Monitor service performance, labour recovery, operational costs, and profitability.
• Drive commercial performance through effective service operations and customer support.

Reporting

• Prepare and present regular reports on operational performance, customer service metrics, financial performance, service trends, and continuous improvement initiatives to executive management.

Requirements

• Bachelor's Degree in Business, Engineering, Operations Management, or a related field.
• MBA or postgraduate management qualification will be advantageous.
• Proven experience in a senior aftersales, service operations, or technical service leadership role within an industrial, manufacturing, material handling, automotive, heavy equipment, or logistics environment.
• Demonstrated experience managing workshop operations, field service teams, service administration, customer support, and technical operations.
• Strong commercial acumen with experience managing budgets, operational performance, and service profitability.
• Proven leadership experience with the ability to build, inspire, and develop high-performing teams.
• Excellent communication, stakeholder management, and interpersonal skills.
• Proficiency in ERP, CRM, and service management systems.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.

Key Skills

• Strategic Leadership
• Aftersales Operations Management
• Service Delivery Excellence
• Commercial & Financial Acumen
• Customer Relationship Management
• Technical Service Leadership
• Operational Planning
• Process Improvement
• Performance & KPI Management
• Team Leadership & Development
• Problem Solving
• Adaptability & Resilience
• Strong Organisational Skills
• Excellent Communication Skills

Academic Requirements

• Bachelor's Degree in Business, Engineering, Operations Management, or a related field.
• MBA or postgraduate qualification will be advantageous.

Company Description

Our client is in theindustrial manufacturingsector, providing the hardware, software, and automated machinery required to optimize supply chains and warehousing operations