Assistant Manager - After Sales Service (Bath & Light Fittings)

Role Overview

Service Network and Customer Care

• Scout and appoint suitable service providers and ensure they have the required materials, skills, systems, and knowledge.
• Monitor service calls, repairs, updates, charges, attendance, and customer satisfaction.
• Manage service-network workforce levels, capability, agreements, spare stock, claims, and provider disengagement clearance.

Market and Project Support

• Support market and project interactions, customer-care needs, product displays, service camps, and showroom checks.
• Coordinate warranty certificates, project customer-care activities, and material reconciliation across relevant parties.
• Provide proactive support before, during, and after retail, builder, and large-format project installations.

Training and Business Enablement

• Plan and deliver initial, refresher, and on-the-job training for service providers, dealers, project stakeholders, and architect staff.
• Identify training needs and monitor whether training knowledge is applied effectively.
• Demonstrate products, guide customers on product enhancements, and share potential leads with sales.

Accounts and Escalations

• Maintain proactive contact with key accounts and participate in customer-engagement initiatives.
• Handle escalations promptly, ensure satisfactory resolution, and implement preventive measures.

Qualifications and Experience

• Graduate or diploma engineer with a technical background.
• Minimum three years of service-industry experience, including at least one year in a lead position.
• Technical after-sales service experience is mandatory; building-industry service experience is desirable.
• Strong communication, data-analysis, service-network, product-servicing, and training capabilities are required.
• Willingness to travel for service inspections and DIY activities is required.