Service & Technical Lead (After Sales) | Building Products | Al Futtaim Contracting
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Key skills for this role
About the Role
Al-Futtaim Contracting seeks a Service & Technical Lead to manage after-sales service for sanitaryware products in Dubai. The role involves complaint management, spare parts inventory, and technical support for B2B clients.
Key Skills for This Role
Responsibilities
- Lead and manage all after sales service activities across the sanitaryware product portfolio
- Ensure timely response and resolution of service requests and warranty claims
- Establish service standards and service level agreements (SLAs)
- Monitor service quality and customer satisfaction levels
- Act as primary escalation point for customer complaints and conduct root cause analysis
- Manage spare parts inventory and coordinate with procurement and suppliers
- Liaise with manufacturers and suppliers regarding product issues and warranty claims
- Provide technical guidance to sales teams, project teams, and customers
- Prepare periodic reports on service performance and track KPIs
Requirements
- Bachelor degree in relevant engineering discipline
- 5+ years of experience in sanitaryware, plumbing products, building materials, or related industry
- Strong exposure to after sales service operations in UAE
- Proven ability to manage after sales service, ensuring timely resolution of customer complaints and warranty claims
- Excellent stakeholder management and communication skills
- Strong analytical and organizational skills
Full Job Posting
What you will do
- Lead and manage all after sales service activities across the sanitaryware product portfolio.
- Ensure timely response and resolution of service requests and warranty claims.
- Establish service standards and service level agreements (SLAs).
- Monitor service quality and customer satisfaction levels.
- Act as the primary escalation point for customer complaints.
- Conduct root cause analysis and implement corrective actions.
- Ensure complaints are resolved within agreed timelines.
- Maintain records of complaints and service interventions.
- Manage spare parts inventory to ensure product support continuity.
- Monitor stock levels and forecast spare parts requirements.
- Coordinate with procurement and suppliers to maintain optimum inventory levels.
- Minimize stock outs and excess inventory.
Supplier & Manufacturer Coordination
- Liaise with manufacturers and suppliers regarding product issues, warranty claims, and spare parts availability.
- Ensure timely procurement and replenishment of critical components.
- Support technical discussions and product improvement initiatives.
Technical Support & Product Expertise
- Provide technical guidance to sales teams, project teams, and customers.
- Conduct product troubleshooting and technical assessments.
- Support product demonstrations and technical presentations.
- Train internal teams on product features, installation standards, and maintenance requirements.
Reporting & Performance Management
- Prepare periodic reports on service performance.
- Track service KPIs and customer satisfaction metrics.
- Present recommendations for operational improvements.
- Report inventory performance and supplier responsiveness.
Required skills to be successful
- Proven ability to manage after sales service, ensuring timely resolution of customer complaints, warranty claims, and adherence to SLAs.
- Excellent stakeholder management and communication skills, with experience working closely with developers, contractors, consultants, and facilities management companies.
- Strong analytical and organizational skills, with experience in root cause analysis, inventory management, service quality monitoring, and driving high customer satisfaction.
What equips you for the role
- Bachelor degree in relevant engineering discipline.
- 5+ years of experience in sanitaryware, plumbing products, building materials, or a related industry, with strong exposure to after sales service operations in UAE.
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