Water Heater After-Sales Service Specialist

CheqPoint Tech Trading LLC

Location: Dubai, UAE

Position: Full-Time | On-Site

Salary: AED 3,000 - 5,000 (negotiable based on technical knowledge and relevant experience).

[This salary package includes basic + allowance, all other terms as per MOHRE guidelines]

About CTT

CheqPoint Tech Trading LLC is the authorised field service and reseller installation partner for Atlantic brand water heaters in the UAE. We operate in a fast-paced, technically demanding environment — managing warranty claims, field dispatch, client communications, and installation coordination across Dubai and beyond. This is a small, high-accountability team where every person's output is visible and matters.

The Role

We're looking for a Water Heater After-Sales Service Specialist who is equal parts organised administrator, confident communicator, and technically fluent operator. This is the nerve centre of our service operation — you will be the first point of contact for clients, the link between the field team and management, and the person responsible for ensuring no ticket falls through the cracks.

This is not a passive desk job. You will be coordinating technicians who need to be pushed, diagnosing and finding solutions for problems, upselling clients who call in expecting nothing, and maintaining data that the entire billing and warranty cycle depends on.

What You'll Do

Ticket & Job Management

• Receive, log, and assign all inbound service calls, warranty claims, and installation inquiries with zero data entry errors
• Generate job reference numbers, track ticket status end-to-end, and update job files in real time
• Scan and file all handwritten service reports, commissioning documents, and client paperwork into the correct digital job folders
• Maintain the master job register across both the Atlantic service unit and reseller installation pipeline

Field Dispatch & Technician Coordination

• Schedule and dispatch field technicians based on job priority, location, and skill requirement
• Follow up actively with technicians on ETAs, job completion, and report submission — this team needs chasing, not nudging
• Coordinate parts availability and vehicle readiness before dispatch
• Escalate field issues to the senior engineer when jobs exceed scope

Client Communication & Service Upsell

• Handle inbound calls and WhatsApp inquiries professionally, gathering correct technical details from clients who may not know what they're describing
• Triage warranty vs. paid service eligibility based on standard criteria and escalate edge cases
• Identify and act on upsell opportunities — converting warranty visit clients into paid service customers where applicable (proven track record here is a strong plus)
• Manage client expectations on timelines, technician arrival, and job outcomes

Documentation & Reporting

• Ensure all job data — labour hours, parts used, client details, service type — is accurately captured in the system at the time of closure
• Support invoice compilation by maintaining clean, complete ticket logs
• Handle office administrative tasks: licence renewals, portal updates, certification renewals, document control

What We're Looking For

Technical Aptitude (Non-Negotiable)

• Solid working knowledge of water heaters, HVAC systems, or electrical/electronic equipment
• Ability to understand and speak intelligently about product issues with both clients and technicians
• Comfortable reading service reports, identifying intervention types, and spotting gaps in documentation

Customer Handling

• Demonstrated experience managing customers in technical service environments — not just taking messages, but resolving, redirecting, and retaining
• Calm under pressure; able to de-escalate frustrated clients and maintain professionalism at all times
• Prior experience where handling difficult clients led to a measurable outcome (renewal, upsell, 5-star review, etc.) is highly valued

Data & Systems

• Data entry accuracy must be at 100% — our billing and warranty claims depend entirely on what you log
• Proficient with office applications: Google Sheets, Excel, CRM or job management tools, WhatsApp Business, email
• Quick learner on bespoke internal systems (we use a custom quoting and invoice tool)

Coordination & Execution

• Experience coordinating field teams or mobile workers — you know how to get people moving without being ignored
• Organised enough to run multiple open jobs simultaneously without losing track of any
• Proactive: you flag problems before they become delays, not after

Languages

• English and Hindi: mandatory — you will be communicating with clients, technicians, and management across all three daily
• Arabic: a strong plus — a meaningful portion of our client base is Arabic-speaking and being able to engage them directly is a real advantage

Who can Apply?

People who have had some experience in one or more of the below roles:

• Project coordinators
• Project Engineers
• Application Engineers
• Technical Sales Engineers
• Inside Sales Engineers
• Maintenance Planner / Scheduler
• Field Service Engineer (junior or transitioning out of field)
• MEP Site Coordinator
• AMC (Annual Maintenance Contract) Coordinator
• Facilities Management Coordinator
• After-Sales Service Executive
• Service Desk Coordinator (MEP/HVAC background)
• Helpdesk MEP Technician (hardware/equipment)

Nice to Have

• Prior experience in field service coordination within MEP, HVAC, plumbing, or electrical trades in the UAE
• Proven examples of converting a warranty or complaint call into a paid service engagement
• Familiarity with Atlantic, Daikin, Rheem, or similar brand service ecosystems
• Arabic fluency

What You Get

• A clearly defined, high-impact role within a growing specialist service unit
• Direct exposure to senior technical and management decision-making
• Opportunity to grow into a Service Operations Lead as the team scales
• Competitive salary commensurate with experience

Equal Opportunity:
We welcome applications from all suitable candidates. Selection will be based on skills, experience, attitude and ability to perform the job.

Pay: AED3,000.00 - AED5,000.00 per month

Work Location: In person