MAF Service Head – Africa Region

About the role

The MAF Service Head will lead the after‑sales service operation across the Africa region, ensuring efficient service delivery, high customer satisfaction, and continuous improvement of processes. This senior position is responsible for building a robust service network, driving operational excellence, and collaborating closely with distributors, Authorized Service Partners (ASPs), call centres, factories and the head office.

Key responsibilities

• Define, implement and communicate customer service standards, policies and procedures.
• Develop and optimise the regional service network to ensure adequate market coverage.
• Manage appointment, evaluation and performance of ASPs and call centres.
• Negotiate and oversee service vendors and external partners for quality and cost‑effective delivery.
• Provide technical support and coordinate training programmes for service engineers and technicians.
• Handle complex customer complaints and escalated service cases.
• Monitor service KPIs, analyse performance, identify root causes and implement corrective actions.
• Ensure spare‑parts availability and manage inventory performance.
• Control warranty costs, service expenses and support profitability.
• Prepare regular service performance reports and recommend improvements.
• Collaborate with sales, marketing, supply chain, finance, HR, IT and other functions to support business objectives.

Required profile

• Proven experience in leading after‑sales service operations or similar functions.
• Strong ability to develop and manage service networks and partner relationships.
• Excellent problem‑solving and decision‑making skills, especially in handling escalated cases.
• Effective communication and collaboration across multiple internal and external stakeholders.
• Leadership capability to coach, develop and support service teams.

Required skills