Quality & After-Sales Manager

ole Overview The Quality & After-Sales Manager is responsible for ensuring that yachts meet the company's quality standards throughout production, commissioning, delivery, and after-sales service. The role focuses on identifying and resolving quality issues, managing customer complaints and warranty claims, coordinating repairs, and ensuring that recurring problems are addressed to improve the quality of future yacht builds. The position requires close coordination with Production, Engineering, Project Management, Service, and other departments to maintain high-quality standards and customer satisfaction. Key Responsibilities 1. Quality Management & Control Oversee quality inspections during yacht construction, assembly, commissioning, and final delivery. Ensure all work meets approved drawings, technical specifications, company standards, and applicable marine regulations. Identify quality defects and nonconformities across structural, mechanical, electrical, plumbing, interior, and finishing works. Monitor quality checkpoints at different stages of yacht production. Coordinate with Production and Engineering teams to resolve quality issues before yacht delivery. Ensure corrective actions are completed and verified within agreed timelines. Maintain quality inspection records, defect reports, and corrective action documentation. 2. After-Sales & Warranty Management Manage after-sales service activities, warranty claims, and technical complaints received from yacht owners, captains, and service representatives. Review reported defects and coordinate technical assessments to identify the cause of problems. Plan and coordinate warranty repairs, maintenance, and rectification works with internal teams and external service providers. Ensure after-sales issues are resolved within agreed timelines while maintaining customer satisfaction. Monitor outstanding warranty claims and follow up until successful closure. Coordinate technical support for yachts operating in different locations when required. Maintain proper records of warranty claims, repair costs, service history, and completed rectification works. 3. Root Cause Analysis & Continuous Improvement Investigate recurring quality defects and after-sales complaints to identify their root causes. Determine whether defects originate from design, production, installation, materials, suppliers, or commissioning. Work with Engineering, Production, and Procurement teams to implement corrective and preventive actions. Ensure lessons learned from delivered yachts are applied to ongoing and future yacht projects. Recommend improvements to production processes, inspection procedures, and quality standards. Monitor recurring defects to reduce warranty costs, rework, and customer complaints. 4. Yacht Delivery & Final Quality Inspection Coordinate final quality inspections before yacht handover. Ensure all identified defects and outstanding items are documented and resolved before delivery. Work with Project Managers, Production, and Commissioning teams to ensure yachts meet delivery requirements. Review punch lists and monitor the closure of outstanding items. Support sea trials, technical inspections, and customer acceptance activities when required. Ensure proper handover of quality records, warranty documentation, and outstanding service items to the after-sales team. 5. Team & Cross-Department Coordination Coordinate quality inspectors, after-sales technicians, and service teams to ensure timely completion of assigned tasks. Work closely with Production, Engineering, Procurement, Project Management, and Service departments. Coordinate with suppliers and subcontractors to resolve material defects, equipment failures, and installation issues. Prioritize critical quality and after-sales issues based on safety, operational impact, customer requirements, and delivery schedules. Conduct regular quality and after-sales review meetings to monitor progress and outstanding issues. 6. Reporting & Performance Monitoring Prepare regular reports on production quality, warranty claims, and after-sales activities. Maintain an updated tracker of quality defects, corrective actions, and pending warranty issues. Monitor warranty repair costs and identify opportunities to reduce unnecessary expenses. Track recurring defects and provide recommendations to management. Monitor key performance indicators, including: Number of quality defects and recurring issues. Outstanding and overdue nonconformities. Warranty claims and repair costs. Average time taken to resolve after-sales complaints. Closure of corrective and preventive actions. Customer satisfaction and repeat complaints. Requirements Candidate Requirements Education & Experience Bachelor's degree or diploma in Marine Engineering, Mechanical Engineering, Naval Architecture, Quality Management, or a related technical field. Minimum 7–10 years of relevant experience in yacht manufacturing, shipbuilding, marine quality management, or after-sales technical services. Previous experience in a managerial or supervisory role within the marine industry. Experience working with luxury yachts, superyachts, or complex marine vessels is highly preferred. Strong understanding of yacht construction, commissioning, technical systems, and warranty management. Technical Knowledge & Skills Good understanding of FRP/composite construction, hull structures, mechanical systems, electrical installations, plumbing, HVAC, and yacht interiors. Ability to read and interpret technical drawings, engineering specifications, and inspection reports. Knowledge of quality inspection procedures, nonconformity management, root cause analysis, and corrective/preventive actions. Familiarity with marine classification requirements and applicable industry quality standards. Experience handling warranty claims, technical investigations, and customer complaints. Strong coordination, problem-solving, reporting, and team management skills. Ability to communicate effectively with yacht owners, captains, suppliers, and internal technical teams. Willingness to travel when required for yacht inspections, technical support, and after-sales activities. Benefits What We Offer: · Competitive salary and benefits package · Opportunity to work on innovative and sustainable projects · Supportive and growth-oriented work environment · Exposure to international standards and advanced technologies