Installation & After-Sales Manager

Role Overview

This role owns the day-to-day running of the local installation and after-sales service operation. The person in this position leads engineers and service providers, keeps work orders moving from assignment through completion and sign-off, and makes sure company service standards are followed consistently in the local market. It matters because installation quality and after-sales responsiveness directly affect customer satisfaction and the company’s reputation where the service is delivered.

Key Responsibilities

• Direct and support local installation and after-sales engineers, as well as contracted service providers, setting clear expectations for daily priorities, work quality, and team conduct.
• Oversee the full work-order lifecycle: assigning jobs, checking progress, following up on open items, confirming completion, and obtaining customer acceptance.
• Inspect or audit installation work against company standards, identify quality gaps, and arrange corrective action where needed.
• Handle customer complaints and after-sales escalations, coordinating with engineers, customers, and internal teams to resolve issues promptly and fairly.
• Organize engineer training, certification, and performance evaluations, using those reviews to address skill gaps and recognize reliable work.
• Put company installation and after-sales policies into practice locally, adapting them to the operating environment while maintaining required standards.
• Track service performance through regular reports, review recurring problems, and drive continuous improvement in response times, workmanship, and customer outcomes.
• Act as the local point of coordination between the service team, customers, and internal departments, ensuring information flows accurately and on time.

Requirements & Qualifications

• At least three years of experience in installation, after-sales service, or service management, including time spent supervising engineers or a service team.
• Working knowledge of standard installation and after-sales service processes, with the ability to manage schedules, work orders, and service quality.
• Proven ability to handle customer complaints, coordinate across teams, and solve practical problems under pressure.
• Background in sanitary ware is preferred; experience in building materials, home appliances, HVAC, water heaters, or a comparable service-driven industry will also be considered.
• Basic technical understanding of installation work is required. Deep technical or engineering expertise is not necessary for this role.
• Good English communication skills for daily interaction with engineers, customers, and internal colleagues.
• Strong sense of responsibility, follow-through, and execution, with the team management skills needed to keep a local service operation on track.
• Ability to adapt to the local working environment in Africa.
• A trade or technical qualification in a relevant service discipline can strengthen a candidate’s application, but the role does not require advanced engineering credentials.