After-Sales Executive

About Our Client

Heroix is collaborating with a reputable organisation operating within the security solutions sector. Our Client is recognised for its dependable service, progressive approach and commitment to creating safer environments through high-quality protection systems. The Company promotes accountability, innovation and ongoing improvement throughout its operations.

Role Overview

The After-Sales Executive will oversee the efficient organisation of customer support activities following the sale or installation of security systems. Acting as the link between customers, field technicians and internal departments, the successful candidate will arrange technical visits, manage service documentation and help ensure that customer requirements are addressed promptly. This position is suited to an organised and service-driven professional who can manage competing priorities while maintaining accurate records and positive customer relationships.

Key Responsibilities

• Customer Support: Receive after-sales enquiries, understand customers’ requirements and provide clear, professional assistance through telephone, email and other communication channels.
• Technical Scheduling: Plan maintenance appointments, system inspections, emergency callouts and repair visits, assigning technicians according to urgency, location and availability.
• Service Administration: Prepare and process estimates, job instructions, technical reports, billing documentation and other records connected with completed or pending work.
• Contract and Warranty Records: Keep accurate information relating to service arrangements, equipment warranties, client correspondence and previous interventions.
• Customer Follow-Up: Contact clients after work has been completed, gather feedback and address any outstanding matters to strengthen satisfaction and loyalty.
• Issue Management: Register and coordinate fault reports, corrective work and customer complaints, ensuring that each matter is followed through to an appropriate conclusion.
• Operational Coordination: Work closely with the technical and commercial teams so that customer expectations, job requirements and relevant information are clearly understood.
• Parts Availability: Liaise with purchasing and logistics colleagues to confirm that technicians have access to the replacement components and materials required for scheduled work.
• Performance Reporting: Supply management with accurate information on service activity, response levels, recurring concerns and customer feedback.
• Quality and Compliance: Help ensure that work is completed in accordance with contractual obligations, internal procedures and the applicable rules governing fire protection services.
• Business Improvement: Contribute ideas that improve aftersales processes, limit disruption to customers and identify appropriate opportunities for further services.
• Industry Awareness: Maintain a working understanding of relevant regulatory changes, technical developments and product updates to provide informed support.
• Company Standards: Conduct all duties in line with the Business’s values, operational requirements and commitment to responsible service delivery.
• The responsibilities assigned to this position may be adjusted periodically according to operational priorities and the evolving needs of the Company.

Qualifications, Skills and Attributes

• Education: A relevant qualification in administration, customer care, business operations or a technical discipline would be beneficial.
• Experience: At least 3 years’ experience in an aftersales, client support, coordination or office administration position is required. Exposure to technical servicing operations would be advantageous.
• Language Skills: A strong standard of spoken and written English is essential. Basic conversational Maltese or an understanding of the language would be considered an asset.
• Communication Skills: Capable of providing clear information, listening attentively and communicating professionally with customers, technicians, colleagues and management.
• Interpersonal Skills: Approachable and considerate, with the ability to build lasting customer relationships and contribute positively within a cooperative team.
• Customer Focus: Committed to understanding client concerns, managing expectations and providing a responsive and helpful aftersales experience.
• Technical Skills: Confident using Microsoft Word, Excel and Outlook. Previous use of an enterprise resource planning system would be an advantage.
• Organisation: Able to coordinate several requests simultaneously, prioritise urgent matters and maintain precise schedules and documentation.
• Attention to Detail: Thorough when recording information, checking service paperwork and monitoring work from the initial request through to completion.
• Self-Motivated: Demonstrates initiative, takes responsibility for assigned tasks and can work effectively with limited supervision.
• Problem-Solving: Able to assess service-related difficulties, remain composed during demanding situations and develop workable responses.
• Adaptability: Comfortable responding to changing workloads, unexpected callouts and shifting customer requirements.
• Reliability: Consistent in meeting commitments, completing follow-ups and accepting accountability for the standard of work delivered.
• Emotional Intelligence: Maintains a courteous and measured manner under pressure while treating clients and colleagues with respect.
• Continuous Improvement: Brings a constructive mindset and actively looks for ways to strengthen processes, service quality and operational results.

What’s on Offer

• Compensation: A competitive remuneration package reflecting the responsibilities of the position and the successful candidate’s experience.
• Working Hours: Full-time working arrangements will be discussed during the selection process.
• Other Benefits: Further information concerning the employment package will be shared with shortlisted candidates.
• Career Development: The opportunity to broaden your experience in aftersales operations, technical service coordination and customer relationship management within an established safety and protection business.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid and constructive feedback to enhance your CV.
• Interview Planning: Get personalised preparation sessions before your interviews.
• Cultural Fit Assessment: Understand the Company’s culture and determine whether it is the right environment for you.
• Long Term: Gain valuable insight into the role and the Business to support a stable, long-term career move.
• Exclusive Opportunities: Access a broader selection of employment opportunities.
• Personalised Candidate Profile: Stand out through a detailed profile showcasing your strengths and capabilities.
• Ongoing Support and Guidance: Benefit from continued assistance throughout your job search.
• Networking Opportunities: Leverage our extensive network of industry contacts to discover exclusive positions.
• Time Efficiency: Save time and effort through focused and effective recruitment support.
• Tailored Job Matching: Identify suitable opportunities aligned with your experience, abilities and career ambitions.
• Feedback Loop: Remain informed through regular updates and feedback regarding your application.

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