Aftersales Manager

Position: Electrical Engineer – After Sales & Technical Support

Department: After Sales / Technical Support
Location: Morbi
Employment Type: Full-Time
Reporting To: After Sales Manager / General Manager

About the Role

We are looking for a technically skilled and customer-focused Electrical Engineer – After Sales & Technical Support to join the Basalt team. The candidate will be responsible for managing customer queries, technical complaints, product-related issues, troubleshooting, service coordination, and end-to-end after-sales support.

The ideal candidate should have strong electrical and technical knowledge, excellent communication skills, and the ability to understand customer concerns and provide effective solutions within the required timeline.

Key ResponsibilitiesCustomer Query & Complaint Management

• Handle customer queries related to electrical and technical products.
• Receive, understand, and resolve customer complaints professionally.
• Act as the primary technical point of contact for customers after product sales.
• Maintain proper records of customer complaints, queries, and resolutions.
• Ensure timely follow-up with customers until the issue is completely resolved.

Technical Support & Troubleshooting

• Diagnose and troubleshoot electrical and technical product-related issues.
• Understand product functionality, installation requirements, and technical specifications.
• Provide technical guidance to customers through calls, email, or other communication channels.
• Identify the root cause of technical complaints and recommend appropriate solutions.
• Coordinate with the internal technical and product teams for complex issues.

After-Sales Coordination

• Coordinate with service engineers, technicians, sales teams, and customers for service requirements.
• Schedule and monitor service visits wherever required.
• Track open complaints and ensure timely closure.
• Coordinate for product replacement, repair, warranty, and service-related cases as per company policy.
• Ensure proper communication between customers and internal departments.

Documentation & Reporting

• Maintain complaint and service records in the required system or format.
• Prepare daily/weekly/monthly after-sales reports.
• Track complaint status, pending cases, resolution time, and customer feedback.
• Prepare technical reports and escalate recurring product issues to the management.
• Maintain proper documentation of warranty and service cases.

Internal Coordination & Product Feedback

• Coordinate with the Sales, Product, Purchase, Production, and Technical Teams for customer-related issues.
• Share customer feedback and recurring technical concerns with the concerned departments.
• Support the company in improving product quality and customer service processes.
• Assist in preparing technical FAQs, troubleshooting guides, and service procedures.

Required Skills & Competencies

• Strong knowledge of Electrical Engineering and basic electrical systems.
• Good understanding of electrical products, wiring, circuits, and troubleshooting.
• Excellent customer handling and communication skills.
• Strong problem-solving and analytical ability.
• Good follow-up and coordination skills.
• Ability to manage multiple customer complaints simultaneously.
• Proficiency in MS Office and basic computer applications.
• Good documentation and reporting skills.
• Customer-oriented and service-focused approach.

Qualification

• Diploma / Bachelor's Degree in Electrical Engineering or Electrical & Electronics Engineering.

Experience

• 1–3 years of experience in After Sales, Technical Support, Customer Service, or Electrical Engineering.
• Experience in electrical products, hospitality products, hotel electronics, or technical product support will be an added advantage.

Key Performance Indicators (KPIs)

• Customer complaint resolution time.
• Percentage of complaints closed within the defined TAT.
• Customer satisfaction and feedback.
• Number of pending/open complaints.
• Effective coordination with service and internal teams.
• Accuracy of after-sales documentation and reporting.

Ideal Candidate

We are looking for a technically strong, responsible, and customer-focused professional who can take ownership of customer issues and ensure a smooth and professional after-sales experience for every Basalt customer.

Pay: ₹17,322.69 - ₹45,802.45 per month

Benefits:

• Paid sick time

Work Location: In person