Installation After-Sales Manager
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Industry Manufacturing / Production / FMCG Founded N / A Type Private Website http://www.twyfordbathrooms.com Address Floor Block E. Sameer Business Park. Factory, Opposite Umma University, Kajiado County, Nairobi, Kenya
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Position Purpose
- Responsible for the daily management and operation of the local installation and after-sales service team, ensuring that company service processes and standards are properly implemented.
Requirements:
- 3+ years of experience in installation, after-sales service, or service management;
- Familiar with basic installation and after-sales service processes, with experience managing engineers or service teams;
- Strong customer complaint handling, coordination, and problem-solving skills;
- Experience in sanitary ware preferred; experience in building materials, home appliances, HVAC, water heaters, etc. is also acceptable;
- Basic technical knowledge of installation is required; advanced technical expertise is not necessary;
- Good English communication skills for daily communication with engineers, customers, and internal teams;
- Strong sense of responsibility, execution, and team management skills;
- Able to adapt to the local working environment in Africa.
Key Responsibilities:
- Manage local installation/after-sales engineers and service providers;
- Manage work orders from assignment and follow-up to completion and acceptance;
- Monitor installation quality and handle customer complaints and after-sales issues;
- Organize engineer training, certification, and performance evaluation;
- Implement company installation and after-sales standards and processes locally;
- Prepare service reports and drive continuous improvement.
Key Candidate Profile
- Good understanding of installation and after-sales processes + strong team management + good customer handling and problem-solving skills + strong execution. Sanitary ware experience is preferred; advanced technical skills are not required.