About the Company
SKM is committed to delivering high-quality HVAC solutions and ensuring customer satisfaction through innovative products and exceptional service.
About the Role
The role involves managing the after-sales warranty team, providing technical support, ensuring quality assurance, and leading a team of HVAC professionals to maintain high standards of customer service and operational efficiency.
Responsibilities
Customer Service & Complaint Management Manage day-to-day activities of the after-sales warranty team to ensure customer satisfaction. Ensure complaints are logged, responded to, and resolved within acceptable timeframes. Extend necessary support to customers, contractors, and service providers to maintain high satisfaction with SKM products. Monitor complaint management system and review status regularly.
Technical Support & Analysis Provide technical support across the complete SKM product range. Perform technical analysis of problems in field service operations and factory, recommend resolutions, and prepare technical service reports on failure modes. Conduct root cause analysis of failures and communicate preventive actions to Quality, Engineering, and Design teams. Guide service teams in resolving complex HVAC equipment problems.
Warranty & Quality Assurance Monitor daily status of outstanding warranty reports and report regularly to SKM Quality Department. Validate warranty claims, investigate questionable cases, and recommend corrective actions. Review warranty claim reports from customers, analyze component failures, and escalate epidemic cases to Technical Department. Ensure obligations and commitments towards products are met during the warranty period.
Team Leadership & Development Recruit, interview, hire, and train HVAC technicians, supervisors, and engineers to meet workload demands. Conduct performance appraisals, reviews, and set improvement goals for technicians. Organize group and one-on-one meetings for training, evaluation, and communication. Recommend technical training for warranty team technicians based on skill gaps. Keep training records updated and ensure personnel maintain proficiency in preventive maintenance, troubleshooting, and repair.
Reporting & Coordination Review and verify daily reports from the team before communicating with clients. Liaise with Sales Department in case of customer faults in reports before sending to clients. Ensure monthly reports are circulated to concerned Sales Departments. Prepare and maintain records of field service failures, coordinate with SKM Factory (Quality/After Sales) for corrective actions.
Customer & Site Engagement Meet customers to discuss failures and provide solutions. Visit sites to resolve technical and quality issues during installation, commissioning, and handover stages. Ensure solutions are provided for equipment-related issues and highlight if problems are system-related.
Operational Oversight Monitor HVAC service vehicles to ensure acceptable condition and adequate inventory of parts/materials. Review technicians’ work to ensure compliance with quality standards, techniques, and safety requirements. Make recommendations to improve quality and productivity. Work with other departmental managers to align with company and departmental goals.
Qualifications
Bachelor degree and 13+ years of relevant experience.
Language Requirements
English: Fluent written and verbal communication skills are mandatory. Arabic: Ability to speak, read, and write Arabic will be considered a strong advantage.