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 associated stock movements in SAP.

4. Incident analysis and continuous improvement

- Rigorously record the causes, types and costs of each incident for subsequent analysis.
- Analyse incident data to identify trends, recurring faults, root causes and associated costs, and report the findings to the After-Sales Manager and Quality.
- Propose improvements to the product, packaging, instructions for use and after-sales procedures.
- Apply current after-sales protocols (SLAs, warranty criteria, operational standards) and collaborate on updating them.
- Prepare regular analysis reports and KPIs for the After-Sales Manager.

Job requirements

Education and experience

- A bachelor’s degree or vocational qualification in the field of customer service, with technical skills enabling the identification of the cause of reported incidents and knowledge of data analysis.
- At least 1 year’s experience in after-sales and customer service (handling incidents, complaints or warranty claims). Previous experience in data analysis would be an advantage.
- Ability to carry out technical analysis of incidents to identify their cause (no need to carry out repairs).
- English at B2 level or above.
- Interest in the technical product and a willingness to learn how it works and how to use it (training will be provided).
- Ability to translate technical information into clear messages for the customer.




- Proficiency in Excel (pivot tables, formulas) for data analysis and tracking cases and KPIs. Knowledge of Power BI would be an advantage.
- Experience with SAP in managing incidents, returns, replacements and stock movements.

Key skills

• Analytical thinking and a problem-solving approach.

- Rigour, organisation and attention to detail when documenting each case.
- Customer focus and the ability to manage stressful situations calmly and with empathy.
- Teamwork and coordination with different departments.
- A desire to learn, progressive autonomy and the ability to prioritise multiple open cases.
- Clear communication tailored to each interlocutor.
- Alignment with MT’s values and care for the brand image.

MT Group Values

- Customer focus: Prioritising customer satisfaction, delivering excellent service and actively seeking ways to improve the customer experience.
- Excellence: Exceeding expectations, generating high profitability and taking pride in the quality of our work.
- Innovation: Fostering curiosity, creativity and experimentation, which enables growth and adaptation across all areas of the business.
- Commitment: We deliver results, act as if the company were our own and always seek what is best for the business as a whole.
- Teamwork: We foster a unified team approach, collaborate effectively with others, contribute positively to team dynamics and cultivate a collaborative and respectful environment.

Selection and recruitment process

• Shortlisted candidates: TEAMs interview with the Human Resources team.

- First shortlist of candidates: face-to-face interview with the recruitment manager.
- Selected candidate: job offer/employment contract.
- Start of the onboarding process.

At MT Group, we are committed to equal opportunities and value diversity in all our recruitment processes.

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