PARTS & SERVICES MANAGER EAST AFRICA
Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
Department: After-Sales
Reports to: Country Manager (Egypt)
Functional Reporting: Regional Marketing and Service Director (AMEA)
Job Purpose:
The Parts & Service Manager will be responsible for leading Ariston’s after-sales service operations in Egypt, ensuring best-in-class customer experience, and driving growth in the spare parts business. The role includes managing the Authorized Service Centers network and external call center, overseeing warranty operations, developing service quality standards, and ensuring effective coordination with the local Ariston factory and Central Quality on product quality and technical feedback.
The manager will be supported by a dedicated technical team to drive service network development, deliver product trainings, and provide day-to-day technical support.
Key Responsibilities:
1. Service Network Management
• Manage and develop the Authorized Service Centers (ASCs) network across Egypt.
• Monitor and improve ASC performance through KPIs, audits, and structured feedback.
• Ensure consistent service delivery aligned with Ariston standards.
2. Spare Parts Business Development
• Oversee spare parts planning, availability, pricing, and distribution strategy.
• Drive growth of original spare parts sales through ASCs and other commercial channels.
• Collaborate with local and central supply chain teams to optimize stock and reduce lead times.
3. Warranty Operations & Budget Control
• Manage warranty budget, claims handling, and reimbursement process.
• Monitor key warranty KPIs and lead root cause analysis of repetitive failures.
• Ensure compliance with internal warranty policies and audit requirements.
4. Technical Support & Training
• Oversee the delivery of first-line technical support to ASCs and commercial partners.
• Supervise and contribute to product and service training activities across the country.
• Ensure accurate and up-to-date technical documentation is shared and applied in the field.
5. Customer Satisfaction & Complaint Resolution
• Drive continuous improvement of the end-to-end customer experience.
• Handle high-priority or escalated complaints with professionalism and speed.
• Work with the call center and service partners to improve satisfaction metrics (e.g., NPS).
6. Quality Feedback & Collaboration with Factory & Central Teams
• Collect and consolidate field feedback on product performance and technical issues.
• Collaborate closely with the local Ariston factory and Central Quality teams to ensure quick escalation, analysis, and resolution of product-related issues.
• Actively support continuous improvement and product validation projects.
Requirements:
Education & Experience:
• University degree in Engineering (Electrical, Mechanical, or similar) or related technical discipline.
• Minimum 5 years of experience in after-sales service, technical support, or spare parts management (preferably in home appliances or HVAC sectors).
• Experience working with external service partners and internal technical / quality functions.
Skills:
• Strong leadership and communication skills.
• Analytical and problem-solving mindset.
• High level of customer orientation.
• Familiarity with ERP systems, service CRM tools, and warranty reporting.
• English and Arabic (spoken and written).
Other:
• Willingness and ability to travel domestically.
• Valid driving license.
We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.
Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
Department: After-Sales
Reports to: Country Manager (Egypt)
Functional Reporting: Regional Marketing and Service Director (AMEA)
Job Purpose:
The Parts & Service Manager will be responsible for leading Ariston’s after-sales service operations in Egypt, ensuring best-in-class customer experience, and driving growth in the spare parts business. The role includes managing the Authorized Service Centers network and external call center, overseeing warranty operations, developing service quality standards, and ensuring effective coordination with the local Ariston factory and Central Quality on product quality and technical feedback.
The manager will be supported by a dedicated technical team to drive service network development, deliver product trainings, and provide day-to-day technical support.
Key Responsibilities:
1. Service Network Management
• Manage and develop the Authorized Service Centers (ASCs) network across Egypt.
• Monitor and improve ASC performance through KPIs, audits, and structured feedback.
• Ensure consistent service delivery aligned with Ariston standards.
2. Spare Parts Business Development
• Oversee spare parts planning, availability, pricing, and distribution strategy.
• Drive growth of original spare parts sales through ASCs and other commercial channels.
• Collaborate with local and central supply chain teams to optimize stock and reduce lead times.
3. Warranty Operations & Budget Control
• Manage warranty budget, claims handling, and reimbursement process.
• Monitor key warranty KPIs and lead root cause analysis of repetitive failures.
• Ensure compliance with internal warranty policies and audit requirements.
4. Technical Support & Training
• Oversee the delivery of first-line technical support to ASCs and commercial partners.
• Supervise and contribute to product and service training activities across the country.
• Ensure accurate and up-to-date technical documentation is shared and applied in the field.
5. Customer Satisfaction & Complaint Resolution
• Drive continuous improvement of the end-to-end customer experience.
• Handle high-priority or escalated complaints with professionalism and speed.
• Work with the call center and service partners to improve satisfaction metrics (e.g., NPS).
6. Quality Feedback & Collaboration with Factory & Central Teams
• Collect and consolidate field feedback on product performance and technical issues.
• Collaborate closely with the local Ariston factory and Central Quality teams to ensure quick escalation, analysis, and resolution of product-related issues.
• Actively support continuous improvement and product validation projects.
Requirements:
Education & Experience:
• University degree in Engineering (Electrical, Mechanical, or similar) or related technical discipline.
• Minimum 5 years of experience in after-sales service, technical support, or spare parts management (preferably in home appliances or HVAC sectors).
• Experience working with external service partners and internal technical / quality functions.
Skills:
• Strong leadership and communication skills.
• Analytical and problem-solving mindset.
• High level of customer orientation.
• Familiarity with ERP systems, service CRM tools, and warranty reporting.
• English and Arabic (spoken and written).
Other:
• Willingness and ability to travel domestically.
• Valid driving license.
We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.
Cairo, EG, 19519