Service & Technical Lead (After Sales)

Al Futtaim Private Company (LLC); United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

Al Futtaim Private Company (LLC) seeks an After-Sales Service Manager to lead service activities for sanitaryware in the UAE. You will ensure timely responses to service requests and warranty claims, establish SLAs, and monitor customer satisfaction and service quality.

You will own spare parts inventory, coordinate with manufacturers and suppliers, provide technical support to sales and project teams, and produce KPI-driven performance reports for continuous improvement.

Qualifications

• Lead and manage after-sales service activities across sanitaryware portfolio.
• Conduct root-cause analysis for complaints and implement corrective actions.
• Monitor service quality, SLAs, and customer satisfaction.
• Manage spare parts inventory and coordinate with procurement/suppliers.

Responsibilities

• Lead after-sales service activities for sanitaryware across UAE.
• Resolve service requests and warranty claims within SLAs.
• Coordinate with manufacturers and suppliers for parts availability.
• Provide technical guidance and training to sales/project teams.
• Prepare periodic service performance reports and KPIs.

Skills

After-sales service

Stakeholder management

Root-cause analysis

Inventory management

Technical support

Education

Bachelor's degree in engineering

Job description

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

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 discipline5+ years of experience in sanitaryware, plumbing products, building materials, or a related industry, with strong exposure to after-sales service operations in UAE