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

Company: A leading manufacturer of light and bath fittings with a global presence across 60+ countries.

Location: Dubai, UAE

Territory: GCC Region

Function: Customer Care / After-Sales Service

· Identify and evaluate suitable Authorized Service Providers (ASPs), technicians and other service partners based on territory coverage, technical capability, service capacity and business requirements.

·Appoint and onboard the right service partners in line with company standards, commercial requirements and customer-care objectives.

·Ensure service partners are adequately equipped with tools, spare parts, materials, IT systems, technical information and knowledge of company policies and values.

·Establish service coverage and capacity in line with current business requirements and anticipated market growth.

·Develop and maintain service capability across GCC markets to support both existing and new business.

·Monitor service calls end-to-end to ensure timely attendance, accurate diagnosis, effective repair, proper customer communication and timely closure.

·Ensure all service activities, updates, service reports and charges are accurately recorded in the relevant IT systems.

·Track service turnaround time, first-time-fix performance, repeat complaints and customer feedback to identify improvement opportunities.

·Coordinate prompt technical and operational support for complex or escalated cases.

·Drive a customer-first culture focused on customer delight, service quality and resolution at the first possible opportunity.

·Manage the overall service network to ensure optimum coverage, capacity, productivity and service quality across the GCC.

·Ensure ASPs maintain the right manpower strength and technician capability for assigned product categories and customer requirements.

·Conduct regular performance reviews of service partners against agreed service standards and KPIs.

·Plan and conduct initial, refresher and on-the-job training for service providers and technicians.

·Monitor spare-parts and service-material inventory at partner locations and ensure timely replenishment.

·Ensure timely submission, validation and settlement of service claims and related documentation.

·Ensure valid service agreements are maintained with active service partners at all times.

·Manage the disengagement of service providers, including timely reconciliation, material recovery, documentation and commercial closure.

·Maintain regular market and project interactions to understand customer-care requirements, service gaps, product installation challenges and emerging market needs.

·Provide customer-care support for retail, builder and large-format projects across pre-installation, installation and post-installation stages.

·Coordinate project-specific service activities, including installation support, inspection, customer handover, warranty documentation and post-installation service camps.

·Support product display maintenance and customer-care-related stock activities at dealers and company showrooms.

·Conduct regular showroom/display checks and coordinate corrective actions where required.

·Train dealers and dealer teams on warranty certificate generation, service processes and customer-care access channels.

·Reconcile customer-care materials and spare parts issued to dealerships, projects, service providers and warehouses.

·Plan and execute training programs for internal and external stakeholders, including OME, OMP, service partners, ASP owners, technicians, dealers and relevant architect/project teams.

·Conduct initial and refresher training programs and assess their effectiveness through field observations, feedback and service performance.

·Identify training requirements based on business growth, new product launches, recurring service issues and project installation requirements.

·Provide hands-on technical guidance and on-the-job training wherever required.

·Build service capability and product knowledge among service partners to improve first-time-fix rates and customer experience.

·Provide proactive customer-care support at three key stages: pre-installation, during installation and post-installation.

·Brief new projects and stakeholders on customer-care processes, warranty coverage, service channels and escalation mechanisms.

·Coordinate timely project customer-care activities at each defined stage and organize post-project service camps where required.

·Ensure warranty certificates and related customer documentation are completed and maintained.

·Monitor installation quality and provide guidance to users, installers and project teams to ensure correct product usage and installation.

·Reconcile materials across dealers, projects, service providers and warehouses for all customer-care transactions.

·Identify customer requirements and product opportunities arising during customer-care interactions.

·Demonstrate product functionality and educate customers on relevant product enhancements or additional products where appropriate.

·Identify potential sales opportunities and promptly share qualified leads with the relevant sales team.

·Work collaboratively with sales and project teams to strengthen customer relationships and support future business.

·Establish proactive engagement with key accounts to understand service requirements and address concerns before they escalate.

·Participate in special customer-care initiatives, service drives, campaigns and improvement projects.

·Own and resolve escalated service issues through structured root-cause analysis, stakeholder coordination and timely closure.

·Implement corrective and preventive actions (CAPA) for recurring complaints and service failures. 

·Maintain clear documentation and communication on critical escalations until satisfactory resolution.