Job Description

After Sales Manager - Marine Industry

Job Description

We are looking for an experienced After Sales Manager to lead the after-sales function and manage a team responsible for delivering technical support, spare parts, repairs, maintenance, and customer service to clients within the marine industry.

The successful candidate will be responsible for ensuring a high level of customer satisfaction while driving after-sales performance, developing customer relationships, and coordinating closely with sales, service, technical, and operations teams.

Key Responsibilities

Lead, manage, and develop the after-sales team, providing direction, coaching, and performance support.
Oversee all after-sales activities, including service, repairs, maintenance, spare parts, warranty, and technical support.
Act as a key point of contact for shipowners, ship managers, shipyards, offshore operators, and other marine customers.
Build and maintain strong, long-term relationships with key customers.
Coordinate with customers and internal technical teams to ensure service issues are resolved efficiently.
Manage service requests, quotations, work orders, and customer enquiries from initial request through completion.
Work closely with the sales team to identify after-sales opportunities, service contracts, spare parts, upgrades, and additional business.
Monitor team performance, workload, response times, and customer satisfaction.
Coordinate with field service engineers, technicians, suppliers, and subcontractors to ensure timely delivery of services.
Oversee warranty claims and ensure issues are properly investigated and resolved.
Review service and after-sales performance, identify recurring issues, and implement improvements.
Monitor departmental budgets, costs, margins, and commercial performance.
Support the preparation of quotations, tenders, service agreements, and commercial proposals.
Ensure after-sales activities are carried out in accordance with company procedures and relevant marine industry standards.
Provide regular reports and updates to senior management on team performance, customer issues, and business opportunities.

Requirements

Diploma or Degree in Mechanical Engineering, Marine Engineering, Business, or a related discipline.
Minimum 5 years of experience in after-sales, service, technical sales, or customer support within the marine, offshore, or industrial equipment industry.
Proven experience managing and leading a team.
Strong understanding of marine equipment, machinery, systems, or related technical products.
Experience dealing with shipowners, ship managers, shipyards, offshore companies, or marine service providers.
Strong commercial awareness with the ability to identify and develop after-sales business opportunities.
Excellent customer relationship and stakeholder-management skills.
Strong problem-solving and decision-making abilities.
Good understanding of service quotations, spare parts, warranty, repairs, and maintenance processes.
Strong communication and negotiation skills.
Willingness to travel when required to meet customers, attend vessels, shipyards, or service locations.