After Sales Manager

The Aftersales Manager is responsible for managing the overall aftersales service function for the residential rooftop solar installation company. This role includes overseeing the performance of the Aftersales Engineers, Performance Engineers, and Permitting Supervisors to ensure timely and high-quality service, system performance monitoring, maintenance, and customer satisfaction. The Aftersales Manager will work closely with the Operations, Project Management, and Customer Service teams to ensure the long-term success of solar installations and continued client satisfaction.

Aftersales Service Management: Oversee all aftersales operations including customer service, maintenance, troubleshooting, and performance optimization of installed solar systems. Ensure service requests are handled efficiently and in a timely manner.

Team Leadership: Manage, mentor, and lead the Aftersales Engineers, Performance Engineers, and Permitting Supervisors. Provide guidance, training, and support to ensure the team delivers high-quality aftersales services and achieves key performance indicators.

Customer Satisfaction: Ensure all aftersales service processes are aligned with delivering the highest levels of customer satisfaction. Handle customer inquiries and escalations related to post-installation issues, warranty claims, and system performance.

Performance Monitoring: Oversee system performance tracking and analysis to ensure solar installations meet expected energy output and performance standards. Work with Performance Engineers to analyze system data and troubleshoot any underperformance issues.

Warranty & Maintenance: Manage all aspects of warranty services, preventive maintenance, and repairs. Ensure proper documentation and timely resolution of warranty claims.

Permitting & Compliance: Collaborate with the Permitting Supervisors to ensure all necessary post-installation permits, grid connections, and compliance requirements are completed for each project. Ensure that local regulations and utility standards are met.

Aftersales Reporting: Prepare regular reports on aftersales activities, including service response times, system performance metrics, customer feedback, and warranty claims.

Continuous Improvement: Identify areas for improvement in aftersales processes and implement strategies to optimize efficiency and service quality. Stay updated on new technologies, trends, and best practices in solar energy and aftersales service.

Collaboration with Other Departments: Work closely with the Project Management, Operations, and Customer Service teams to ensure seamless communication between departments and a smooth handover from project completion to aftersales.

Vendor & Partner Management: Coordinate with third-party service providers for any outsourced maintenance or repairs and ensure their work aligns with company standards.

Minimum Qualifications

• Bachelor’s degree in Engineering, Business Management, or a related field
• At least 5 years of experience in aftersales, customer service, or maintenance management, preferably in the solar or renewable energy industry
• Strong knowledge of solar systems, performance metrics, and maintenance processes
• Excellent leadership and team management skills
• Strong problem-solving abilities and a customer-focused mindset
• Familiarity with permitting processes, local regulations, and grid-connection requirements
• Experience with service management software and tools
• Strong communication and interpersonal skills