After-Sales Executive

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.

Heroix - Rise to New Heights

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Licensed and regulated by the Government of Malta under DIER Agency Licence No. 00412-2025