After-Sales Service Technician job description
An After-Sales Service Technician diagnoses and repairs consumer products such as appliances, small electricals and personal devices at a service centre or customer home. The role protects the brand after the sale.
Why the role exists
The technician handles repair and service calls for consumer products after sale, either at the service centre or at the customer's home. The person works with the service coordinator, spares store and call centre and reports to the Service Manager. Good first-visit repair and clear dealings with customers cut repeat complaints.
What the person does
- Take service calls from the job card, diagnose the fault and tell the customer the repair plan and likely time.
- Repair or replace parts on products such as fans, mixers, geysers, water purifiers or small electricals as per the service manual.
- Test the product after repair for safe operation and record the readings on the job card.
- Visit customer homes in the assigned area on time, carry the required tools and spares, and keep the work area clean.
- Request spares through the service system, check them on receipt, and return faulty parts for warranty review.
- Decide with the coordinator whether a fault is under warranty and explain the position calmly to the customer.
- Obtain customer sign-off and feedback after the visit, and close the job card with the right fault code.
- Follow electrical safety practice at all times, and report product defects seen repeatedly to the service manager.
Skills and tools
- Fault finding on small electrical and electronic appliances
- Use of multimeter, soldering tools and hand tools
- Reading service manuals and wiring diagrams
- Spare parts identification and stock handling
- Job card and service app use on a smartphone
- Customer communication in the local language
- Understanding of warranty and out-of-warranty repair
- Safe two-wheeler travel for home visits
Education and experience
Preferred, never a bar: equivalent experience counts.
- ITI, diploma in electrical or electronics, or equivalent repair experience preferred.
- Prior experience servicing appliances or consumer electronics in a service centre or authorised service network is preferred.
- Training from the product maker is useful. Confirm any licence or certificate needs for electrical work with your own adviser.
- Comfort with customer visits and a two-wheeler licence are useful for field service.
How the work is judged
- First-visit fix rate and low repeat complaints on the same fault
- Turnaround time from call to job closure
- Quality of diagnosis and correct use of warranty decisions
- Customer feedback after the visit and conduct at the customer's home
- Accuracy of job cards, spare usage and return of faulty parts
Where the role can lead
- Senior Service Technician or Field Service Lead for an area.
- Service Centre In-charge or Service Supervisor.
- Moves into technical trainer, spares planning or regional service manager roles.
Interview questions to ask
Ask every candidate the same questions in the same order and score them against written anchors, so the decision rests on the work and not the impression.
- A customer says the product was just repaired and has failed again. How do you handle the visit?
- How do you decide whether a fault is covered by warranty?
- Describe how you find a fault in a mixer or a fan that will not start.
- What do you do when the spare part is not available on the day?
- How do you deal with an upset customer while keeping your work safe and tidy?
- Tell us how you handle electrical safety checks before leaving a customer home.
Hiring tips for this role
- Give a practical test: a faulty appliance, a multimeter and a manual. Watch the fault-finding order and safety habits.
- Ask about the customer handling, not only the repair. A rude technician damages the brand fast.
- Check past experience with warranty decisions and spares control, since leaks in either hurt cost.
- Be clear on area coverage, travel pay arrangements, tool kit and uniform before you make an offer.
Questions about hiring a after-sales service technician
The technician diagnoses and repairs consumer products after sale, at the service centre or customer home. The person uses spares, tests the product, records the work and handles customer interaction.
It can be either or a mix. Home visits need travel and customer handling. Centre work is bench based. State the split clearly in the job description.
An ITI or diploma in electrical or electronics helps, along with proven repair experience. Confirm any licence or certificate for electrical work with your own adviser.
GullyHR agrees the job description with you, finds and screens technicians with appliance service experience and supports the offer for this permanent role. You decide the final hire.
Hiring a after-sales service technician?
GullyHR runs talent acquisition for permanent roles. We agree the job description with you, find and screen candidates against it, and support the offer through to joining. We recruit permanent employees. We do not supply contract or temporary staff.