Service & Technical Lead (After Sales)

Job Description Roles & Responsibilities After-Sales Service Management 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. Client Complaint Management 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. Spare Parts & Inventory Management 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. Desired Candidate Profile Proven ability to manage after-sales service, ensuring timely resolution of customer complaints, warranty claims, and adherence to service level agreements (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 Employment Type Full Time Company Industry Engineering Design & Consulting Department / Functional Area IT Software Keywords Technical Support LeadershipEscalation ManagementHead Of Technical SupportSupport Team LeadCustomer Success LeadField Service LeadProblem SolvingTechnical Account Manager Lead Get real-time job updates only on our App