Assistant Manager - After Sales Service (Bath & Light Fittings)

NOTE: This is a technical after sales service role, not a call centre based customer service role. Applicants without technical after sales service experience will not be considered. Company: A leading manufacturer of bath and light fittings with global presence in 60+ countries. Role: Area Executive - After Sales Service. Job Summary: As an Area Service Executive, you will be the single point of contact (SPOC) for technical after sales and customer care aspects to support the business area assigned to you. You will have to manage the entire GCC region, based at Dubai. You will, through constant initiatives, ensure customer delight which shall be the essence of every activity performed. It shall be your endeavour for right service network installation for present and immediate future business needs. You should have ability to manage long distance service amidst different culture and language. You should be passionate to train people and willing to travel and should have strong acumen to drive customer delight while optimizing cost. Key Responsibilities: 1. Service Network Installation and Enablement • Scout for the right service provider/s required for Service Delivery, ensuring alignment with the type of service needed. • Appoint the right party/person for service delivery, ensuring they are well-equipped with material, skills, IT systems and knowledge of company values. • Enable service providers through proper onboarding, training on processes, and supplying the necessary resources. 2. Customer delight through right service • Closely monitor service calls to ensure timely attendance, Timely repair, proper updates in the IT system, correct charges, and customer satisfaction. • Organize for prompt assistance for prompt resolution. 3. Service Network Management • Manage the overall service network to ensure optimal service delivery. • Ensure right size of workforce available with the ASP. • Ensure work force is skilful to attend for the product segments assigned and the customer. • Conduct regular training sessions and at times on-the-job training (OJT) for service providers to maintain a high standard of service delivery. • Monitor spare stock levels, ensuring timely availability of materials and in-time submission of claims. • Ensure in-time clearance for service provider disengaged with company. • Ensure valid service agreement with company is always in place. 4. Market & Project Support • Maintain disciplined and regular market & project interactions to gather insights on customer care support needs and provide feedback for continuous improvement. • Manage stock-related activities for customer care and support product display maintenance. • Undertake in-time project customer care for each defined stage and manage service camp activities post last customer care stage support. • Train dealers and their teams on warranty certificate generation and customer care processes. • Regularly reconcile materials requested from dealerships to ensure accurate stock management. • Organize for display check at company showrooms. 5. Training • Plan and execute training sessions for various stakeholders, including OME, OMP, SP, ASP owners and architect staff. • Organize and conduct both initial and refresher training sessions, monitoring their effectiveness to ensure the knowledge is properly applied. • Identify training needs based on business growth demand & project product installation. • Ensure execution of these training programs to enhance service delivery. 6. Retail Builder & Large Format Project Support • Plan and execute proactive support at three levels of retail projects—pre-installation, during installation, and post-installation—providing guidance to users to ensure a good experience. • Maintain disciplined and regular project interactions to gather insights on customer care support needs and provide feedback for proper product installation. • Undertake in-time project customer care assistance for each defined stage and manage service camp activities post last customer care stage support and cyclic too. • Organize for warranty certificate for the project. • Brief new project on customer care activities and access ways for the assistance required. • Ensure reconciliation of material with dealer, project, service provider, warehouse for material transacted by customer care. 7. Business Enablement • Guide customers on product enhancements or items beyond builder installations during customer care interactions • Demonstrate working of product for which customer expressed interest. • Promptly share potential leads with the sales team 8. Key Accounts, Special Drives, and Escalation Management • Ensure proactive contact are established with key accounts to provide necessary support and address any concerns. • Participate actively in special initiatives or drives to enhance customer engagement. • Handle escalations promptly and effectively, ensuring satisfactory resolution and implementing preventive measures to avoid recurrence. Key Competencies • Strong understanding of customer service delivery processes and standards • Good grasp of market dynamics and ability to stay updated on trends. • Technically sound, with a DIY mindset for handling product and service-related issues • Solid understanding of service network installation, enablement, and management practices • Good verbal and written communication skills to interact with customers, service providers, and internal teams. • Physically fit and willing to travel for service inspections and DIY activities. • Strong data analytics skills to monitor service efficiency and process improvements. • Understanding of customer care in international markets. Qualifications and Experience • Education: Graduate or Diploma engineer with a technical background • Experience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable. • Skills: • Excellent communication and interpersonal skills • Ability to manage data effectively and perform analytics for process improvement. • Strong understanding of service network operations and challenges • Passion for continuous learning and enhancing the knowledge of others. • DIY approach with technical soundness in product handling and servicing • Good understanding of overseas English accents. Show more

Education: Graduate or Diploma engineer with a technical background. Experience: Minimum 3 years of experience in the service industry, with at least 1 year in a lead position. Prior service experience in the building industry is desirable. Skills: Excellent communication and interpersonal skills; Ability to manage data effectively and perform analytics for process improvement; Strong understanding of service network operations and challenges; Passion for continuous learning and enhancing the knowledge of others; DIY approach with technical soundness in product handling and servicing; Good understanding of overseas English accents.

1. Service Network Installation and Enablement: Scout for the right service provider(s) required for Service Delivery, appoint the right party/person for service delivery, ensure they are equipped with material, skills, IT systems and knowledge of company values; enable service providers through onboarding, training on processes, and supplying resources. 2. Customer delight through right service: Monitor service calls for timely attendance and repairs, proper IT system updates, correct charges, and customer satisfaction; organize prompt assistance for prompt resolution. 3. Service Network Management: Manage the overall service network for optimal service delivery; ensure appropriate workforce size with the ASP; ensure workforce is skilled for assigned product segments; conduct regular training and on-the-job training for providers; monitor spare stock levels and timely material submission; ensure clearance for disengaged providers; ensure valid service agreements. 4. Market & Project Support: Maintain market and project interactions to gather insights on customer care needs; manage stock related activities for customer care and product display maintenance; manage project customer care at each stage; train dealers and their teams on warranty generation and processes; reconcile materials with dealers/projects/service providers/warehouses. 5. Training: Plan and execute training sessions for stakeholders; organize initial and refresher trainings; identify training needs; ensure execution of programs to enhance service delivery. 6. Retail Builder & Large Format Project Support: Provide proactive support at pre-installation, during installation, and post-installation; maintain project interactions for insights; manage service camp activities; organize warranty certificates; brief new projects on customer care activities; reconcile materials with relevant parties. 7. Business Enablement: Guide customers on product enhancements during interactions; demonstrate product usage; share potential leads with sales. 8. Key Accounts, Special Drives, and Escalation Management: Maintain proactive contact with key accounts for support; participate in drives to enhance engagement; handle escalations promptly and implement preventive measures.