After Sales Manager – SOS HR Solutions

We are looking for an experienced After Sales Manager – Technical Support to establish and lead a dedicated post-sales technical support function for an elevator and components business.

The successful candidate will provide technical support to internal Installation and Maintenance teams, as well as external B2B elevator installers and component customers. The role will serve as a technical authority, supporting installation, commissioning, troubleshooting, controller programming, and product-related technical issues.

Key Responsibilities

• Establish and manage a structured technical support hotline/helpdesk through phone, email, and Odoo ticketing.
• Provide second-line technical support to Installation teams for commissioning issues, controller programming, and non-standard configurations.
• Support Maintenance teams with complex elevator breakdown diagnostics and troubleshooting.
• Provide technical assistance to independent installers purchasing complete elevators from the Factory.
• Support customers purchasing elevator components, including machines, controllers, door operators, and landing mechanisms.
• Prepare and maintain installation manuals, wiring diagrams, commissioning checklists, troubleshooting guides, and technical FAQs.
• Coordinate with R&D, Quality, Factory, Installation, Maintenance, and Sales teams to resolve recurring technical issues.
• Identify recurring field issues and provide feedback to R&D and Factory teams for product and process improvement.
• Develop and deliver technical training sessions for independent installers and component customers.
• Monitor technical support KPIs, including response time, resolution time, and first-time-fix rate.
• Escalate critical technical, safety, cost, or reputational issues to the COO.

Job Details

Preferred Candidate

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