After Sales Service Manager DOA

Role & responsibilities

The Manager DOA is responsible for managing and controlling the complete lifecycle of Defective on

Arrival (DOA) cases across Consumer Electronics, Consumer Durables, Electrical Products, and Small

Appliances. The role covers complaint registration, case validation, technical inspection, brand

coordination, replacement/refund processing, reverse logistics, inventory control, vendor recovery, and

final case closure.

The position acts as the central coordination point between customers, stores, sales teams, warehouses,

logistics, brands, authorised service centres, installation partners, Finance, Commercial, Inventory, Audit,

and senior management. The role is responsible for protecting customer satisfaction, minimizing financial

loss and inventory leakage, ensuring process compliance, and achieving timely resolution of DOA cases.

Preferred candidate profile

Educational Qualification

• Bachelors degree in Electronics, Electrical Engineering, Business Administration,

Commerce, Logistics, or a related discipline.

• MBA / Post Graduation in Operations, Retail, Supply Chain, or related areas is preferred.
• Technical qualification in Electronics/Electrical fields will be an added advantage.

Experience

• 5+ years of experience in Consumer Electronics, Retail After-Sales, Reverse Logistics,

Warranty Administration, DOA Management, or Service Operations.

• Experience in handling multi-store / multi-location operations is highly desirable.
• Experience with ERP, POS, CRM, inventory, or integrated workflow systems is preferred.