After Sales Manager - Sanitary and Lighting Industry

Job Description

• Oversee the customer support team to ensure timely and effective resolution of customer inquiries, complaints, and technical issues.
• Implement procedures to streamline communication channels and enhance customer responsiveness.
• Develop and maintain warranty policies and procedures.
• Provide leadership and guidance to the after-sales team, fostering a positive and productive work environment.
• Conduct regular performance evaluations and provide training and development opportunities as needed.
• Encourage teamwork and collaboration to achieve departmental goals and objectives.

• Coordinate warranty claims processing, ensuring compliance with company policies and regulations.
• Analyze warranty data to identify trends and areas for improvement.
• Manage the repair and maintenance process, ensuring timely completion and quality workmanship.
• Liaise with repair technicians, suppliers, and vendors to expedite repairs and minimize downtime for customers.
• Monitor repair costs and implement cost-saving measures where possible.
• Establish and maintain quality standards for after-sales services and support.
• Conduct regular audits and evaluations to ensure compliance with quality metrics.
• Implement corrective actions to address any identified issues and improve overall service quality.
• Cultivate strong relationships with key customers, seeking feedback and addressing concerns to maintain customer satisfaction and loyalty.
• Collaborate with sales and marketing teams to identify opportunities for upselling or cross-selling additional products or services.
• Prepare regular reports on after-sales performance metrics, including customer satisfaction scores, response times, and resolution rates.
• Analyze data to identify trends, patterns, and areas for improvement, and make recommendations for strategic enhancements.
• Communication with team members, supervisors, or clients
• Preparing monthly reports and presentations to the top management

• Bachelor’s degree in business administration, marketing, or equivalent
• A minimum of 5 years of experience as an After Sales Manager within the Sanitary and Lighting Industry or equivalent.
• Strong leadership and managerial skills, with the ability to motivate and inspire team members.

• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders at all levels.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Solid understanding of customer service principles and practices.
• Proficiency in CRM software and other relevant technology tools.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Certification in customer service or related fields is a plus.