Service and Technical Lead

Overview of the role

The Service & Technical Lead is responsible for managing all after-sales service operations for the sanitaryware business, ensuring high levels of customer satisfaction, technical support, and service excellence. The role serves as the primary technical interface between the company, customers, suppliers, and internal stakeholders, ensuring effective resolution of service issues, efficient spare parts management, and continuous improvement of service delivery standards.

The incumbent will actively engage with key B2B customers including developers, facility management companies, contractors, consultants, and strategic clients such as Dubai Airports, Emaar, and other major accounts to support product performance, technical requirements, and service commitments.

What you will do

After-Sales Service Management

Lead and manage all after-sales service activities across the sanitaryware product portfolio.

Ensure timely response and resolution of service requests and warranty claims.

Establish service standards and service level agreements (SLAs).

Monitor service quality and customer satisfaction levels.

Client Complaint Management

Act as the primary escalation point for customer complaints.

Conduct root-cause analysis and implement corrective actions.

Ensure complaints are resolved within agreed timelines.

Maintain records of complaints and service interventions.

Spare Parts & Inventory Management

Manage spare parts inventory to ensure product support continuity.

Monitor stock levels and forecast spare parts requirements.

Coordinate with procurement and suppliers to maintain optimum inventory levels.

Minimize stock-outs and excess inventory.

Supplier & Manufacturer Coordination

Liaise with manufacturers and suppliers regarding product issues, warranty claims, and spare parts availability.

Ensure timely procurement and replenishment of critical components.

Support technical discussions and product improvement initiatives.

Technical Support & Product Expertise

Provide technical guidance to sales teams, project teams, and customers.

Conduct product troubleshooting and technical assessments.

Support product demonstrations and technical presentations.

Train internal teams on product features, installation standards, and maintenance requirements.

Reporting & Performance Management

Prepare periodic reports on service performance.

Track service KPIs and customer satisfaction metrics.

Present recommendations for operational improvements.

Report inventory performance and supplier responsiveness.

Required skills to be successful

Proven ability to manage after-sales service, ensuring timely resolution of customer complaints, warranty claims, and adherence to service level agreements (SLAs).

Excellent stakeholder management and communication skills, with experience working closely with developers, contractors, consultants, and facilities management companies.

Strong analytical and organizational skills, with experience in root-cause analysis, inventory management, service quality monitoring, and driving high customer satisfaction.

What equips you for the role

Bachelor degree in relevant engineering discipline

5+ years of experience in sanitaryware, plumbing products, building materials, or a related industry, with strong exposure to after-sales service operations in UAE

About Al-Futtaim Contracting

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, energy management, technology infrastructure and digital transformation. The Technologies division provides complete business solutions to large, medium and small customers that include contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.