Installation & After-Sales Manager at Twyford Tile

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.