Service and Technical Lead - Sanitaryware

AlFuttaim; Dubai; On-site; AED 200,880 - 290,160; Full time

Job summary

AlFuttaim is seeking a Service and Technical Lead for sanitaryware in Dubai, United Arab Emirates. The ideal candidate will have a Bachelor's degree in engineering and over 5 years of relevant experience in after-sales service.

You will lead service operations, manage customer complaints, and ensure technical support across various stakeholders. The role offers a competitive salary of AED 18,000 – 26,000 monthly, depending on experience.

Qualifications

• Minimum 5 years of experience in sanitaryware, plumbing products, or related sectors.
• Strong exposure to after-sales service operations within the UAE.
• Proven ability to manage customer complaints and warranty claims.

Responsibilities

• Lead after‑sales service operations across the sanitaryware product portfolio.
• Establish clear service procedures and response standards.
• Monitor open service cases and allocate technical resources.
• Act as the primary escalation point for complex customer complaints.

Skills

Sanitaryware technical support

After‑sales service management

Plumbing product knowledge

Warranty claim management

Customer complaint resolution

Root‑cause analysis

Corrective action planning

Service level agreements

Technical troubleshooting

Education

Bachelor's degree in a relevant engineering discipline

Job description

Overview

Service and Technical Lead - SanitarywareLocation: Dubai, United Arab EmiratesIndustry: Building MaterialsFunction: Technical Customer ServiceJob Type: Full-timeSalary: AED 18,000 – 26,000 (estimate, confirm with employer).

Key Responsibilities

• Lead after‑sales service operations across the sanitaryware product portfolio.
• Establish clear service procedures, response standards, escalation paths, and service level agreements.
• Ensure service requests and warranty claims are acknowledged, assessed, and resolved within agreed timelines.
• Monitor open service cases and allocate technical resources according to urgency and customer commitments.
• Review completed interventions to confirm workmanship, documentation, and customer acceptance.
• Track service quality, repeat complaints, response time, resolution time, and customer satisfaction.
• Act as the primary escalation point for complex customer complaints and unresolved technical issues.
• Conduct site inspections and technical assessments when product performance or installation quality requires investigation.
• Perform root‑cause analysis covering product defects, installation errors, usage issues, maintenance gaps, and environmental conditions.
• Develop corrective and preventive actions based on investigation findings.
• Communicate technical conclusions and resolution plans clearly to customers and internal stakeholders.
• Maintain complete records of complaints, warranty decisions, site visits, repairs, replacements, and customer communication.
• Manage spare parts availability for sanitaryware servicing, repairs, and warranty support.
• Review consumption patterns and forecast future spare parts requirements.
• Set appropriate stock levels for critical, frequently used, and long‑lead components.
• Coordinate replenishment with procurement teams, manufacturers, and suppliers.
• Minimize service delays caused by stock‑outs while controlling obsolete and excess inventory.
• Monitor spare parts usage, inventory accuracy, ageing, and availability.
• Liaise with manufacturers regarding product defects, warranty approvals, replacement components, and technical clarifications.
• Follow up with suppliers to secure timely delivery of critical parts and service materials.
• Participate in technical discussions aimed at improving product quality, installation reliability, and maintainability.
• Share recurring field issues with manufacturers and recommend practical product improvements.
• Provide technical guidance to sales teams, project personnel, service employees, and customers.
• Support developers, facilities management companies, contractors, consultants, and major accounts with product‑related requirements.
• Troubleshoot sanitaryware and plumbing product issues using drawings, specifications, installation standards, and manufacturer guidance.
• Conduct product demonstrations, technical presentations, and service briefings.
• Train internal teams on product features, installation methods, commissioning checks, maintenance requirements, and fault identification.
• Support project handovers by confirming that technical and service requirements have been addressed.
• Prepare regular reports covering service performance, warranty activity, customer complaints, spare parts, and supplier responsiveness.
• Track service key performance indicators and identify areas requiring corrective management action.
• Present operational findings and improvement recommendations to senior stakeholders.
• Maintain active communication with major clients regarding service commitments and technical support.
• Ensure service activities comply with company procedures, safety requirements, contractual obligations, and manufacturer standards.
• Promote continuous improvement in service workflows, reporting, customer communication, and technical capability.

Ideal Profile

• Bachelor's degree in a relevant engineering discipline.
• Minimum 5 years of experience in sanitaryware, plumbing products, building materials, or a closely related sector.
• Strong exposure to after‑sales service operations within the UAE.
• Practical knowledge of sanitaryware products, plumbing components, installation methods, and maintenance requirements.
• Proven ability to manage customer complaints, warranty claims, and technical service escalations.
• Experience establishing and monitoring service level agreements.
• Capability to investigate failures and complete structured root‑cause analysis.
• Working knowledge of spare parts forecasting, inventory control, procurement coordination, and supplier follow‑up.
• Experience working with developers, contractors, consultants, facilities management companies, and major business accounts.
• Ability to read product specifications, technical drawings, installation manuals, and warranty conditions.
• Strong stakeholder management and customer communication skills.
• Confidence delivering technical presentations, demonstrations, and internal training.
• Analytical approach to service performance, customer satisfaction, and operational improvement.
• Ability to coordinate multiple service cases while maintaining accurate records and deadlines.
• Commercial awareness when balancing customer expectations, warranty obligations, service cost, and supplier responsibility.
• Strong organizational skills and attention to technical detail.
• Ability to lead service activities independently and coordinate effectively across departments.

Skills Set

• Sanitaryware technical support
• After‑sales service management
• Plumbing product knowledge
• Warranty claim management
• Customer complaint resolution
• Root‑cause analysis
• Corrective action planning
• Service level agreements
• Technical troubleshooting
• Site inspection
• Product failure analysis
• Spare parts management
• Inventory forecasting
• Stock level planning
• Supplier coordination
• Manufacturer liaison
• Technical presentations
• Product demonstrations
• Installation standards
• Maintenance requirements
• Service performance reporting
• Customer satisfaction monitoring
• Service KPI management
• Facilities management coordination
• Contractor support
• Consultant engagement
• Developer account support
• Building materials knowledge
• Technical training
• Operational improvement