Our esteemed client is looking to recruit an After Sales & Customer Service Manager to join their team.
The ideal candidate should have a mix of people and technical background to complement the description of the role itself.
The Service Manager serves as the operational leader of the after-sales department, ensuring efficient, high-quality, and cost-effective service delivery across all product categories.This position requires strong technical expertise, process-oriented thinking, and people leadership to maintain service excellence, enhance customer satisfaction, and strengthen brand reputation.
Duties & Responsibilities:
- Supervise and manage the after-sales team, including technicians, spare parts personnel, and call agents, ensuring ongoing training and performance evaluation;
- Oversee the daily operations of the service department;
- Maintain high service standards to ensure customer satisfaction;
- Communicate with clients and actively participate in resolving escalated complaints;
- Monitor technical response times and manage effective appointment scheduling;
- Oversee the entire supply chain process for spare parts and manage inventory accountability;
- Develop and implement service policies and procedures to ensure efficiency and high-quality service delivery;
- Collaborate with foreign and local counterparts to fulfill after-sales obligations;
- Work with the marketing department to continuously improve customer feedback mechanisms and reputation management;
- Evaluate and implement changes to operating systems and software to enhance efficiency and effectiveness;
- Stay updated with the latest industry trends and technologies;
- Ensure full health and safety compliance, reporting incidents as required;
- Foster a positive and collaborative work environment;
- Monitor departmental KPIs and operational reports, identifying performance gaps and implementing process improvements.
Experience & Requirements:
- Strong leadership and team management skills;
- Excellent customer service and interpersonal skills;
- Ability to handle high-pressure situations and resolve conflict effectively;
- Proficiency in service management software and tools & highly organised and detail-oriented, with proficiency in service management systems, ERP software, and Microsoft Office applications (especially Excel).;
- Strong organisational and time management abilities;
- Proficiency in both Maltese and English is essential;
- MQF Level 6 qualification in Business Administration, Management, or a related field will be preferred, however, those in possession of a diploma level may still be considered;
- Proven experience in a service management role, preferably within the appliances field;
- Preference will be given to an individual with a technical background
This position offers an attractive salary to the right candidate, along with additional-long term benefits. Interested? Apply Today!
If the above positions are not for you but know someone who might be interested, refer a friend to StreetHR and receive up to €300 upon successful placement. Terms and Conditions apply. Speak to us for more information on careers@streethr.com.mt