Purpose of the role
The After-Sales Technician is responsible for the operational and technical management of customer incidents, complaints and warranty claims. They analyse each case to determine its cause and solution, and ensure it is tracked and monitored until resolution. They also convert incident data into useful information to improve products and services.
They report to the After-Sales Manager and work in daily coordination with Sales, Logistics, Warehouse, Quality and Engineering.

Key Responsibilities
1. Technical management of incidents and warranties
• Receive incidents reported by customers and monitor them from opening to closure.
• Conduct a technical analysis of each case (evidence, photos and videos provided by the customer, serial number, product history) to identify the cause of the incident.
• Forward cases requiring repair to the person responsible for repairs, together with the necessary analysis and documentation, and monitor them until they are closed.
• Propose a resolution for each case (repair, replacement or refund)



in accordance with the defined warranty criteria, escalating cases that fall outside these criteria or are high-impact to the Manager.
• Document evidence (photographs, technical reports, serial numbers) and ensure full traceability of each case.
• Draft technical reports for customers and manufacturers where necessary.
2. Customer service
• Provide support to customers and the sales team through clear, empathetic and solution-focused communication.
• Explain the diagnosis and solution in language that the customer can understand.
• Provide updates on the status of each case and meet the established SLAs and response times.
3. Operational Coordination
• Coordinate with Logistics and the Warehouse to arrange collections, dispatches, restocking and spare parts for each case.
• Refer cases requiring in-depth technical analysis to Quality and Engineering and follow up until resolution.
• Manage returns, spare parts orders and a

📌 After Sales Technician (Cartagena)
🏢 MT GROUP
📍 Cartagena