Job Description

About FTI Group

FTI Group Pty Ltd is a proudly Australian-owned company leading the way in innovative building solutions that streamline construction projects. Every day, we’re driven by a clear purpose: helping our customers build faster, smarter, and safer.

From concept to creation, all our products are designed and manufactured right here in our Australian factory. Today, our innovative building solutions feature in over 4,500 buildings — including some of Australia’s most iconic landmarks — and are making their mark internationally as well.

About the Role:

The After Sales Manager plays a crucial role in ensuring
customer satisfaction and loyalty within the building and construction
industry. This position is responsible for overseeing the after-sales service
operations, addressing customer inquiries, and resolving issues to enhance the
overall customer experience.

The After Sales Manager will collaborate closely with
various departments to ensure that products meet quality standards and customer
expectations, ultimately contributing to the company's reputation and success
in the market.

Responsibilities:

• Lead and manage the Aftersales Service Team. This includes overseeing all post-sale services to maximise operational efficiency and service quality
• Conduct site visits daily for aftersales service, product training, trouble shooting, rectification, site safety/QA and product opportunities
• Conduct on site survey for NPS
• Analyse clients feedback to improve service processes and enhance client retention
• Communicate constraints, achievements and future planning with direct manager and relevant department leads
• Regularly review processes for improvement to optimize profitability and service quality
• Provide daily, weekly and monthly reporting on findings from site visits
• Effectively market and oversee sales to meet client and department objectives
• Effectively deal with any customer issues and complaints
• Monitor and work towards monthly, quarterly and annual targets
• Champion our “frictionless customer service” offering to our clients
• Willingness to travel

Qualifications:

• Minimum of 2 years of experience in after-sales service or customer support within the construction industry.
• Ability to analyse data and generate actionable insights.
• Strong problem-solving skills and attention to detail.
• Thorough understanding of FTI Group’s products and services
• A strong ability to communicate and articulate our products and / or services through writing and speech.
• Ability to solve problems, develop and implement solutions to ensure customer satisfaction
• Ability to coordinate and organise activities for the after-sales teams to ensure client satisfaction and improved sales
• Willingness to travel interstate as required