MAF Service Head

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 reports to the Head Office and works closely with distributors, Authorized Service Partners, call centres, factories and other internal teams.

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 the appointment, evaluation and performance of Authorized Service Partners (ASPs) and call centres.
• Negotiate and oversee service vendors and external partners to guarantee 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, ensuring timely resolution.
• Monitor service KPIs, analyse performance, identify root causes and implement corrective actions.
• Coordinate product quality feedback with factories and product divisions.
• Ensure spare‑parts availability, manage warranty costs and drive service profitability.

Required profile

• Proven ability to lead and manage after‑sales service operations at a regional level.
• Strong communication and collaboration skills with distributors, service partners and internal teams.
• Experience in developing service networks and managing vendor relationships.
• Analytical mindset to monitor KPIs and implement continuous‑improvement initiatives.
• Capability to handle complex customer issues and drive satisfactory resolutions.

Required skills