Service & Technical Lead (After Sales) | Building Products

Overview

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.