Job Title: After-Sales Manager

Location: Muscat, Oman

Company: INMA CO. OMAN LLC

Job Type: Full-Time

About Us: We are a medium to heavy equipment and industrial equipment dealership, representing some of the top brands within each product line.  We have been in the Oman market for over 50 years and are known for providing excellent sales & after-sales support to our wide range of customer base.  Some of the products that we are known for are submersible sewage pumps, road compaction & paving equipment, bitumen tankers, mini-dump trucks, portable & industrial air compressors, light compaction & concrete equipment, etc.

Job Summary: The After-Sales Manager is responsible for overseeing the post-sale customer experience, ensuring high levels of customer satisfaction, and optimizing service and support operations. This role involves leading a team of service and support staff, developing relationships with customers, and implementing processes that contribute to customer retention and loyalty.

The After-market Manager is responsible for sustaining & growing this business and is also responsible for the profit & loss of both the departments.

Key Responsibilities:

1. Customer Relationship Management:
• Establish and maintain strong relationships with customers to ensure their satisfaction with post-sale services.
• Act as a point of contact for escalating customer issues and resolve them in a timely manner.
2. Team Leadership:
• Lead, mentor, and develop a team of after-sales professionals, including service technicians, customer support representatives, and parts personnel.
• Conduct regular training sessions to enhance team skills and knowledge regarding products and services.
3. Service Operations:
• Oversee the management of the service department, ensuring efficient repair processes and timely completion of service requests and opened service jobs.
• Monitor and improve service quality, efficiency, and adherence to safety standards.
4. Inventory Management:
• Coordinate with the parts department to ensure adequate inventory levels for service operations.
• Analyze inventory discrepancies and implement measures for accurate tracking.
5. Process Improvement:
• Identify areas for improvement in after-sales processes and implement best practices to enhance customer experience and operational efficiency.
• Gather and analyze customer feedback to inform service enhancements.
6. Reporting and Analysis:
• Prepare regular reports on after-sales performance metrics, customer satisfaction levels, and team productivity.
• Use data to drive decision-making and strategic improvements.

Qualifications:

• Bachelor’s degree in engineering or a related field.
• Proven experience in after-sales management, preferably within the heavy equipment or automotive industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer relationship management (CRM) software and service management tools.
• Customer-centric mindset with a strong commitment to service quality and satisfaction.

• Opportunities for professional development and advancement.
• A supportive and dynamic work environment.

Submit Application Before: 17-April-2025