After-Sales Service Manager | Sanitaryware and Lighting Industry

Zinco; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in the sanitaryware and lighting industry is seeking an experienced After-Sales Service Manager to enhance post-sales operations. This role involves managing customer service teams, ensuring technical issue resolution, and maintaining strong client relationships to drive satisfaction and loyalty.

Qualifications

• Minimum 5 years of experience in after-sales service management.
• Strong technical knowledge of installation and maintenance processes.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Oversee after-sales service operations including installations and repairs.
• Lead and manage the service team to ensure compliance with SLAs.
• Handle escalated customer complaints and provide solutions.

Skills

Leadership

Communication

Problem Solving

Customer Focus

Technical Knowledge

Education

Bachelor's degree in Engineering

Bachelor's degree in Business Administration

Tools

CRM systems

Microsoft Office Suite

Job description

Job Summary:

We are seeking an experienced After-Sales Service Manager to lead and enhance our post-sales operations. This role is responsible for managing customer service teams, ensuring prompt resolution of technical issues, coordinating installations and maintenance, and maintaining strong client relationships to ensure customer satisfaction and loyalty.

Key Responsibilities:

• Oversee the entire after-sales service operations, including installations, maintenance, repairs, and warranty claims.
• Lead and manage the service team (technicians, support staff, and coordinators).
• Ensure all post-sales activities comply with company standards and service level agreements (SLAs).
• Develop and implement service policies and procedures to improve operational efficiency.
• Handle escalated customer complaints and provide professional solutions.
• Conduct site visits to monitor service quality and identify improvement areas.
• Maintain accurate documentation of service activities and performance metrics.
• Coordinate with sales, logistics, and technical teams to ensure seamless service delivery.
• Train and develop service personnel to enhance skills and performance.
• Monitor spare parts inventory and ensure timely availability.
• Analyze service data to generate reports for senior management.
• Identify opportunities for upselling or additional services during service calls.

Skills

Requirements:

• Bachelor's degree in Engineering, Business Administration, or a related field.
• Minimum 5 years of experience in after-sales service management, preferably in sanitaryware or lighting.
• Strong technical knowledge of installation and maintenance processes.
• Excellent leadership, communication, and problem-solving skills.
• Customer-focused mindset with a passion for service excellence.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in CRM systems and Microsoft Office Suite.
• Willingness to travel for site visits and client support when needed.