Service and Warranty Manager

Role Overview

The Service and Warranty Manager is responsible for overseeing all aspects of service operations and warranty management. This includes leading technical support efforts, managing product returns and repairs, and ensuring customer satisfaction through timely and effective resolution of issues. The role requires a blend of technical expertise, operational leadership, and customer service excellence.

Key Responsibilities

• Lead the service and warranty team to ensure efficient handling of returned products and warranty claims.

• Oversee mechanical and electrical repair, refurbishment, and fault diagnosis of returned items.

• Manage booking and tracking of products using SAP and RMA processes.

• Liaise with Quality and Engineering teams to investigate recurring issues and implement corrective actions.

• Maintain accurate records of service activities and warranty claims.

• Provide technical support to customers via email, phone, and on-site visits when necessary.

• Monitor spare parts inventory and coordinate with procurement for replenishment.

• Develop and maintain warranty policies and procedures.

• Prepare reports and analysis on service trends and warranty performance.

Skills and Qualifications

• Over 5 years' experience in technical service or warranty management, ideally within manufacturing or engineering.

• Strong understanding of mechanical and electrical systems.

• Proficiency in SAP, Microsoft Word, and Excel.

• Ability to read and interpret technical drawings.

• Excellent communication and interpersonal skills.

• Strong problem-solving and organisational abilities.

• Ability to work under pressure and manage multiple priorities.

• Soldering skills and experience with fault-finding tools are advantageous.

Desirable Attributes

• Customer-focused mindset with a commitment to quality and continuous improvement.

• Experience in leading teams and managing cross-functional collaboration.

• Willingness to travel for customer site visits when required