after-sales service technician
Role lens
Enjoy problem-solving and working directly with customers? As an after-sales service technician, you’ll be the go-to person ensuring products function correctly and customers are satisfied after a purchase.
After-sales service technicians play a vital role in customer satisfaction by providing ongoing support for products after they’ve been sold. Your day might involve travelling to customer locations, diagnosing technical issues, performing repairs and maintenance, and ensuring everything operates smoothly. You’ll be a key point of contact, building relationships and resolving concerns to guarantee a positive customer experience.
- • Installing and configuring products at customer sites.
- • Diagnosing and repairing product faults, using technical manuals and diagnostic tools.
- • Performing preventative maintenance to extend product lifespan and prevent issues.
Enjoy problem-solving and working directly with customers? As an after-sales service technician, you’ll be the go-to person ensuring products function correctly and customers are satisfied after a purchase.
Could after-sales service technician fit you?
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What people in this role usually do
Marketing & Sales
A typical day as a after-sales service technician
09 09:00 · Morning implement sales strategies
10 10:30 · Mid-morning advise on merchandise features
12 12:00 · Midday contact customers
14 14:00 · Afternoon execute after sales activities
15 15:30 · Late afternoon guarantee customer satisfaction
17 17:00 · Wrap-up implement customer follow-up
Task order is illustrative. Individual days vary.
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characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
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characteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
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customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
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product comprehension
The offered products, their functionalities, properties and legal and regulatory requirements.
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electronic and telecommunication equipment
The offered electronic and telecommunication equipment and products, their functionalities, properties and legal and regulatory requirements.
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sales activities
The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
- customer relationship management
- maintenance operations
- consumer protection
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guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
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provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
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implement customer follow-up
Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.
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implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
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create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
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communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
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ensure compliance with legal requirements
Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.
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contact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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execute after sales activities
Provide after sales services and advice, e.g. provision of advice on after sale maintenance, provision of after sale maintenance, etc.
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advise on merchandise features
Provide counsel on the buying of merchandise such as goods, vehicles or other objects, as well as providing information on their features and attributes to clients or customers.
Growth Pathways & Similar Roles
Explore typical career progression paths, adjacent skills, and similar roles to plan your next transition.
Where does after-sales service technician fit?
Similarity scores based on skill overlap from ESCO data.
technical sales representative in electronic and telecommunications equipment
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32% similaritytechnical sales representative in chemical products
32% similaritytechnical sales representative in office machinery and equipment
32% similarityFrequently asked questions
- What kind of products do after-sales service technicians typically work on?
- The products vary widely depending on the industry. You might work on household appliances, industrial machinery, electronic equipment, vehicles, or medical devices. The specific technical skills required will depend on the product type.
- Do I need a formal qualification to become an after-sales service technician?
- While a formal qualification isn't always mandatory, it's highly beneficial. Relevant qualifications could include vocational training, apprenticeships, or certificates in areas like electronics, mechanics, or engineering. Practical experience is also very valuable.
- Can I be self-employed as an after-sales service technician?
- Yes, it’s common to find after-sales service technicians working as self-employed business owners. This allows for greater flexibility and control over your work, but also requires business management skills in addition to technical expertise.