Warranty Manager – Customer Service Division

About the role

We are seeking a dynamic Warranty Manager to lead the warranty and finance functions for Samsung Electronics East Africa’s Customer Service division in Nairobi. The role combines financial acumen, operational excellence, and a strong customer focus to ensure reliable service delivery across the region.

Key responsibilities

• Manage overall warranty health and compliance across the East Africa region.
• Oversee warranty operational reliability and service provision management.
• Control direct and indirect warranty costs to optimise financial performance.
• Ensure third‑party vendor compliance and maintain accurate master data.
• Monitor KPIs such as Warranty Health (WHCS), Service Cost Ratio (SCR) and Core Parts Usage (CPU).
• Conduct warranty trend analysis and provide actionable insights to leadership.
• Lead internal and external audits, ensuring adherence to policies and procedures.
• Provide training and support to service teams and stakeholders.

Required profile

• Deep knowledge of service processes within the consumer electronics industry.
• Exceptional planning, organising and coordination abilities.
• Strong communication and interpersonal skills for engaging diverse audiences.
• Superior analytical skills with the ability to identify trends and opportunities.
• Independent thinker with proven project leadership capabilities.
• Bachelor’s degree in Commerce, Business Administration or Business Management and 2‑3 years relevant experience.

Required skills

• Proficiency in SAP‑based programs.
• Advanced use of the Microsoft Office suite.