My client is seeking an experienced After-Sales Service Manager to lead and coordinate post-installation customer support and technical service operations. This role plays a critical part in ensuring customer satisfaction, service excellence, and continuous improvement across our service processes.
Key Responsibilities:
- Act as the primary point of contact for customers regarding post-installation inquiries, service requests, and technical issues.
- Provide professional technical guidance, troubleshooting support, and product usage advice via phone, email, and on-site visits.
- Coordinate closely with internal stakeholders including sales, technical, logistics, and supply chain teams to resolve service cases efficiently.
- Plan and schedule site visits, repairs, inspections, replacements, and preventive maintenance activities.
- Maintain accurate records of service activities, case histories, warranty claims, and spare parts usage.
- Prepare service performance reports, root-cause analyses, and recommendations for service and product improvements.
- Identify recurring technical or operational issues and provide structured feedback to engineering and product teams.
- Manage warranty claims, spare parts coordination, and replacement processes in accordance with company policies.
- Liaise with suppliers, manufacturers, and regional support teams for escalated or complex technical cases.
- Identify opportunities to improve service processes, response times, and overall customer experience.
- Support customer, installer, and partner training on product operation, maintenance, and best practices.
- Contribute to the development and enhancement of service manuals, FAQs, troubleshooting guides, and internal knowledge bases.
Job requirements:
- Strong problem-solving and analytical capabilities with a hands-on approach.
- Ability to manage multiple service cases, prioritize effectively, and work under pressure.
- Solid technical troubleshooting skills with experience in electrical systems, inverters, or renewable energy products.
- Possess experience in field service, technical support, or on-site service operations.
- Ability to interpret technical drawings, wiring diagrams, and product manuals.
- Willingness to travel for site inspections and on-site service support as required.
