Senior Maintenance Contracts Adv...
Comtec -
Heliopolis, Cairo
Job Details
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Job Description
Job Purpose:
The Senior Maintenance Contracts Advisor is responsible for managing and strengthening aftersales customer relations, promoting and managing maintenance contracts, improving customer loyalty, and ensuring continuous service quality. The role supports company growth through strong customer engagement and retention initiatives, aligned with business objectives and operational excellence.
Key Responsibilities:
Customer Relations:
- Build and maintain strong, long-term relationships with aftersales customers.
- Act as the primary point of contact for clients regarding maintenance contracts and aftersales services.
- Handle customer inquiries and complaints promptly and professionally, ensuring high levels of satisfaction.
- Follow up with customers after service visits to ensure service quality and customer satisfaction.
Contract Management:
- Prepare, negotiate, and manage maintenance contracts and service agreements.
- Follow up with out-of-warranty customers to promote long-term service contracts.
- Ensure timely renewals, amendments, and updates to contracts based on customer needs and company policies.
- Coordinate service suspension notifications and renewal communications where applicable.
Service Quality & Coordination:
- Educate customers on the importance of preventive maintenance and services.
- Ensure smooth coordination with maintenance teams to deliver services efficiently and on time.
- Monitor service delivery against contract terms and generate regular reports for management.
- Track and improve service process flows to enhance customer experience.
Retention & Loyalty Programs:
- Develop and promote customer loyalty programs, including discounts and exclusive offers.
- Conduct targeted campaigns to re-engage inactive or lost customers.
- Analyze customer churn reasons and implement corrective actions to enhance retention.
Reporting & Continuous Improvement:
- Prepare monthly and quarterly reports on customer satisfaction, contract performance, and feedback trends.
- Update Scope of Work (SOW) documents regularly to reflect operational or client changes.
Continuously refine service offerings based on customer feedback, market trends, and competitor analysis.
Job Requirements
- Education: Bachelor's degree in Business Administration, Marketing, Engineering, or a related field.
- Experience: Minimum of 3 to 5 years of experience in aftersales, customer service, or contract management roles.
- Knowledge: Strong understanding of customer relationship management, maintenance services, and contract administration.
- Technical Skills: Proficient in Microsoft Office (Excel, Word, Outlook) and CRM or contract management software.
- Languages: Very good command of English (written and spoken); additional languages are a plus.
