Reports To: General Manager / Head of Operations
Location: Ode-Remo
Job Summary
The MRO and After-Sales Manager is responsible for overseeing all maintenance, repair, overhaul, and after-sales operations to ensure optimal vehicle performance, customer satisfaction, and compliance with company and manufacturer standards. The role ensures effective post-production support, service quality, warranty management, and continuous improvement of after-sales services.
Key Responsibilities
Maintenance, Repair & Overhauling (MRO)
- Plan, manage, and supervise maintenance, repair, and overhaul activities for vehicles and related equipment.
- Ensure effective preventive and corrective maintenance programs are implemented.
- Oversee diagnosis, repair, refurbishment, and overhaul of vehicles and assemblies.
- Ensure availability and proper use of tools, equipment, and spare parts.
After-Sales & Customer Support
- Manage after-sales service operations including warranty claims, customer complaints, and service quality.
- Develop and enforce service standards to enhance customer satisfaction.
- Coordinate service support for dealerships, fleet customers, and service centers.
- Handle escalated customer issues and ensure timely resolution.
Operations & Team Management
- Lead, supervise, and develop technicians, service advisors, and support staff.
- Set performance targets and monitor team productivity and efficiency.
- Conduct training and skills development programs for technical teams.
Quality, Compliance & Reporting
- Ensure compliance with manufacturer specifications, quality standards, and safety regulations.
- Monitor repeat faults and implement corrective actions.
- Prepare operational, performance, and warranty reports for management review.
- Process Improvement & Cost Control
- Implement continuous improvement initiatives to reduce downtime and service costs.
- Optimize spare parts usage and manage service budgets.
- Collaborate with production, QC, and supply chain teams to improve product reliability.
Requirements & Qualifications
- B.Sc./HND in Automobile Engineering, Mechanical Engineering, Electrical/Electronics Engineering, or related discipline.
- Minimum of 7–10 years’ experience in automobile maintenance and after-sales operations, with at least 3 years in a managerial role.
- Strong technical knowledge of vehicle systems, diagnostics, and repairs.
- Proven experience in managing service operations, warranty processes, and customer support.
- Excellent leadership, planning, and organizational skills.
- Strong communication and customer-relationship management skills.
- Proficiency in MS Office and service management systems.
- Health, Safety & Compliance
- Ensure strict adherence to company HSE policies and standard operating procedures.
- Promote a safe working environment for staff and customers.