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