After Sales Service Specialist - Tire Market, Kenya

About the role

This role covers after-sales service for the tire market in Kenya. You will learn the company's claims policies and procedures, train dealers and handle technical inquiries and warranty claims, and act as the frontline technical contact for the company.

Key responsibilities

• Train dealers, especially key clients such as large fleets and dealer networks, on tire knowledge, warranty policies and common troubleshooting.
• Handle inquiries and complaints from dealers and end-users on tire quality, usage, installation and damage.
• Conduct remote or on-site technical diagnosis of tire issues, make fair judgments and produce preliminary analysis reports.
• Manage warranty claims: on-site verification, documentation review, compliance checks and coordination of solutions with headquarters and customers.
• In emergencies, inspect on site, collect photos, measurements and tire samples, and prepare detailed technical investigation reports.
• Collect and report quality information, competitor after-sales trends and customer feedback to the headquarters' quality and technical departments.
• Work with dealers to plan and monitor field tests of improved tires.
• Design and run custom technical training programmes for core dealers and help them build their own after-sales teams.

Required profile

• Fluent English with strong listening, speaking, reading and writing skills, able to give training and write reports.
• At least 3 years of experience in technical, quality or after-sales service roles in the tire or automotive parts industry; direct experience in the Kenya market preferred.
• Deep understanding of tire structure, manufacturing, failure modes and root cause analysis.
• Familiarity with tire testing standards and road test specs in Kenya, and knowledge of tire safety laws and regulations in Kenya, preferred.
• Willingness to travel internationally frequently.

Required skills

• Proficiency in Office software for data analysis and presentations.
• Ability to write technical analysis reports and business emails.
• Strong communication and collaboration skills with local customers and Chinese colleagues.