After Sales Technician

MT GROUP; Murcia; On-site; EUR 22,000 - 30,000; Full time

Job summary

MT GROUP in Spain is seeking an After-Sales Technician to manage customer incidents from opening to closure, perform technical analyses, and coordinate with Sales, Logistics, Warehouse, Quality and Engineering to resolve cases efficiently.

You will document evidence, prepare technical reports, and communicate clearly with customers while meeting defined SLAs. A technical background in customer service with data analysis is required.

Qualifications

• Bachelor's degree or vocational qualification in customer service with technical skills.
• At least 1 year’s experience in after-sales or customer service (handling incidents, complaints or warranty claims).
• Ability to carry out technical analysis of incidents to identify their cause (no need to carry out repairs).

Responsibilities

• Receive incidents reported by customers and monitor them from opening to closure.
• Conduct a technical analysis of each case using evidence (photos, videos, serial numbers, product history) to identify the cause.
• Forward cases requiring repair to the repairs owner with necessary analysis and documentation and monitor until closed.
• Propose a resolution for each case (repair, replacement or refund) per defined warranty criteria.
• Document evidence (photos, reports, serial numbers) and ensure full traceability of each case.
• Draft technical reports for customers and manufacturers where necessary.
• Provide support to customers and the sales team with clear, empathetic, solution-focused communication.
• Explain the diagnosis and solution in language the customer can understand.
• Provide updates on case status and meet SLAs and response times.
• Coordinate with Logistics and Warehouse to arrange collections, dispatches, restocking and spare parts.
• Refer cases requiring in-depth technical analysis to Quality and Engineering and follow up until resolution.
• Manage returns, spare parts orders and stock movements in SAP.
• Analyse incident data to identify trends, root causes and costs and report findings to After-Sales Manager and Quality.
• Propose improvements to products, packaging, instructions for use and after-sales procedures.
• Prepare regular analysis reports and KPIs for the After-Sales Manager.

Skills

Incident analysis

Data analysis

SAP

Customer service

Communication

Education

Bachelor's degree or vocational qualification in customer service with technical skills

Tools

SAP

Job description

The After-Sales Technician is responsible for the operational and technical management of customer incidents, complaints and warranty claims. They analyse each case to determine its cause and solution, and ensure it is tracked and monitored until resolution. They also convert incident data into useful information to improve products and services.

They report to the After-Sales Manager and work in daily coordination with Sales, Logistics, Warehouse, Quality and Engineering.

Key Responsibilities

1. Technical management of incidents and warranties

• Receive incidents reported by customers and monitor them from opening to closure.
• Conduct a technical analysis of each case (evidence, photos and videos provided by the customer, serial number, product history) to identify the cause of the incident.
• Forward cases requiring repair to the person responsible for repairs, together with the necessary analysis and documentation, and monitor them until they are closed.
• Propose a resolution for each case (repair, replacement or refund) in accordance with the defined warranty criteria, escalating cases that fall outside these criteria or are high-impact to the Manager.
• Document evidence (photographs, technical reports, serial numbers) and ensure full traceability of each case.
• Draft technical reports for customers and manufacturers where necessary.
• Provide support to customers and the sales team through clear, empathetic and solution-focused communication.
• Explain the diagnosis and solution in language that the customer can understand.
• Provide updates on the status of each case and meet the established SLAs and response times.

3. Operational Coordination

• Coordinate with Logistics and the Warehouse to arrange collections, dispatches, restocking and spare parts for each case.
• Refer cases requiring in-depth technical analysis to Quality and Engineering and follow up until resolution.
• Manage returns, spare parts orders and associated stock movements in SAP.

4. Incident analysis and continuous improvement

• Rigorously record the causes, types and costs of each incident for subsequent analysis.
• Analyse incident data to identify trends, recurring faults, root causes and associated costs, and report the findings to the After-Sales Manager and Quality.
• Propose improvements to the product, packaging, instructions for use and after-sales procedures.
• Apply current after-sales protocols (SLAs, warranty criteria, operational standards) and collaborate on updating them.
• Prepare regular analysis reports and KPIs for the After-Sales Manager.

Job requirements

Education and experience

• A bachelor’s degree or vocational qualification in the field of customer service, with technical skills enabling the identification of the cause of reported incidents and knowledge of data analysis.
• At least 1 year’s experience in after-sales and customer service (handling incidents, complaints or warranty claims). Previous experience in data analysis would be an advantage.
• Ability to carry out technical analysis of incidents to identify their cause (no need to carry out repairs).

JR