Service & Technical Lead (After Sales) | Building Products
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Key skills for this role
About the Role
The Service & Technical Lead is responsible for managing all after-sales service operations for the sanitaryware business, ensuring high levels of customer satisfaction, technic.
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 the primary escalation point for customer complaints and conduct root cause analysis
- Manage spare parts inventory to ensure product support continuity
- 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
- Experience in after sales service management for sanitaryware or building products
- Strong technical knowledge of sanitaryware products
- Experience in spare parts and inventory management
- Excellent communication and stakeholder management skills
- Ability to manage B2B client relationships
Full Job Posting
Overview
- The Service & Technical Lead is responsible for managing all after sales service operations for the sanitaryware business, ensuring high levels of customer satisfaction, technical support, and service excellence.
- The role serves as the primary technical interface between the company, customers, suppliers, and internal stakeholders, ensuring effective resolution of service issues, efficient spare parts management, and continuous improvement of service delivery standards.
- The incumbent will actively engage with key B2B customers including developers, facility management companies, contractors, consultants, and strategic clients such as Dubai Airports, Emaar, and other major accounts.
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.
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