After Sales Department Manager (HVAC)

Our client is seeking an After-Sales Department Manager who can run the department like a system. This is a role for a technically-minded leader who thrives on operational control, clear communication, and the challenge of managing a high-demand service environment.

The Main Responsibilities include: 

• Planning and scheduling technicians efficiently to maximize volume and minimize "chaos," particularly during the peak summer months.
• Managing service queues, emergencies, and maintenance contracts with a focus on systemic order rather than daily firefighting
• Diagnosing technical issues conceptually to act as the bridge between the customer and the team, ensuring technicians utilize their time correctly.
• Leading and motivating a diverse field team, enforcing discipline regarding punctuality, quality of work, and accurate reporting.
• Handling customer conflicts and warranty disputes with a calm, professional demeanour that protects the company’s 20-year reputation.
• Identifying commercial opportunities to upsell maintenance contracts, reduce warranty costs, and improve service margins.
• Overseeing parts ordering and tender documentation using digital tools such as Excel, Google Sheets, and WhatsApp for precise job tracking.

Requirements

• Full fluency in Maltese and English is compulsory.
• The ability to earn respect from field teams while maintaining a collaborative, "hands-on" relationship with company ownership.
• Proactive, accountable, and decisive. A "system-builder" who takes ownership of the department’s success is needed

Education and Experience

• Proven experience in a technical service environment (HVAC or related field).
• A deep understanding of the trade is essential; you must know exactly how long specific service tasks should take to manage the team effectively.

Job Reference: HW261