Kerchanshe Trading Company is seeking an experienced and results-oriented After-Sales Manager to lead Geely Ethiopia's service operations and customer support functions.
Kerchanshe Trading Company is seeking an experienced and results-oriented After-Sales Manager to lead Geely Ethiopia's service operations and customer support functions. The position plays a critical role in establishing a world-class automotive after-sales ecosystem that ensures customer satisfaction, vehicle reliability, efficient spare parts management, and exceptional technical support.
The successful candidate will oversee workshop operations, warranty administration, inventory management, customer retention initiatives, and technical training programs while supporting Geely's growing portfolio of intelligent and electric vehicles (EVs) in Ethiopia.
Key Responsibilities
Workshop Operations and Service Management
Lead and supervise daily operations of Geely service centers and regional workshops.
Improve workshop productivity, efficiency, and vehicle turnaround times.
Implement standardized diagnostic procedures using authorized Geely tools and software.
Ensure technicians follow approved repair and maintenance standards.
Establish and enforce safety procedures for electric and hybrid vehicle servicing.
Ensure workshops are equipped with appropriate EV diagnostic and safety equipment.
Spare Parts and Inventory Management
Develop inventory forecasting systems for fast-moving and critical spare parts.
Monitor stock levels to minimize shortages and improve service delivery.
Oversee warehouse operations, storage standards, and distribution systems.
Coordinate with procurement and logistics teams to ensure timely parts availability.
Manage compliance with import regulations and customs requirements for automotive parts.
Customer Service and Retention
Implement Service Level Agreements (SLAs) to enhance customer experience.
Monitor and improve Customer Satisfaction Index (CSI) performance.
Develop maintenance programs for fleet, corporate, and government customers.
Ensure timely communication with customers throughout the service process.
Strengthen customer loyalty through high-quality after-sales support.
Warranty and Technical Support
Manage warranty claim processes in accordance with Geely global standards.
Ensure proper documentation and reimbursement procedures.
Serve as the primary technical liaison between Geely Ethiopia and Geely headquarters.
Handle technical escalations and support complex vehicle diagnostics.
Training and Capacity Building
Organize technical training programs for technicians and service personnel.
Promote continuous learning on EV systems, battery technologies, and smart vehicle platforms.
Ensure service teams remain updated on Geely's latest technologies and repair standards.
Performance Indicators
The After-Sales Manager will be evaluated based on:
First-Time-Fix Rate (FTFR)
Workshop Efficiency and Utilization
Spare Parts Fill Rate
Customer Satisfaction Index (CSI)
Warranty Processing and Recovery Performance
Required Qualifications
Education
Bachelor's Degree in Automotive Engineering, Mechanical Engineering, Industrial Engineering, or a closely related field.
Master's Degree or professional certification in Business Administration, Operations Management, or related disciplines is an advantage.
Experience
Minimum 8 years of progressive experience in automotive after-sales services, workshop management, or technical operations.
Experience working with electric vehicles (EVs), advanced diagnostic systems, and international automotive brands is highly desirable.
