After Sales Manager - Sanitary and Lighting Industry

Leverage your abilitiesand join the dynamic team of a leading company specializing inthe Sanitary and Lighting Industry in Saudi Arabia, Riyadh.

Job Context: working as After Sales Manager in the Sanaitry industry whois responsible for managing all aspects of the post-sale process, including customer support, warranty claims, repairs, and maintenance. The After Sales Manager collaborates closely with various departments to address customer concerns promptly and efficiently, ultimately enhancing the overall customer experience.

The position involves:

• 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

We Are Looking For:

• Bachelor’s degree in businessadministration, 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.

Based on the client's requirements.