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Technical Support Manager - After Sales

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Date: 10 Apr 2025

Location: Dubai, United Arab Emirates

Company: Al Rostamani Group of Companies LLC

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

United Diesel is specialized in commercial vehicles and is the authorized distributor of Renault Trucks, Tata Motor, Buses and Trucks. It offers complete after Sales Services and provides innovative transport solutions.

Job Purpose

The Aftersales Technical Support Manager is responsible for overseeing the technical support functions in the aftersales department, ensuring high-quality service delivery, and enhancing customer satisfaction. This role involves managing and supervising the Warranty Team, Customer Technical Engineer Team, and Training Team, ensuring seamless operations, compliance with company policies, and continuous improvement in technical support services..

Job Responsibilities

  • Lead, manage, and support the Warranty Team, Customer Technical Engineer Team, and Training Team to ensure efficient aftersales service.
  • Establish clear goals, KPIs, and performance metrics for each team.
  • Provide guidance and mentoring to improve team performance and service quality.
  • Foster a customer-centric approach within the teams to enhance client satisfaction.
  • Supervise the Customer Technical Engineer Team to provide timely technical assistance to customers and dealers.
  • Ensure effective diagnosis and resolution of technical issues, minimizing vehicle downtime.
  • Develop escalation procedures for complex technical concerns and coordinate with engineering teams for advanced troubleshooting.
  • Implement customer feedback mechanisms to enhance service quality
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  • Manage the Training Team to design and deliver technical training programs for internal teams, dealers, and service technicians.
  • Ensure training materials are up-to-date with the latest technology, product updates, and repair procedures.
  • Conduct skill assessments and certification programs to improve service team competencies.
  • Develop e-learning modules and hands-on training workshops for technicians and engineers.
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  • Implement and refine standard operating procedures for aftersales technical support.
  • Monitor industry trends and new automotive technologies to keep the team updated.
  • Work closely with R&D, Quality, and Product Development teams to provide field feedback.
  • Improve efficiency in service delivery through digital tools, automation, and reporting systems.
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  • Generate and analyze reports on warranty claims, technical support issues, and training effectiveness.
  • Ensure compliance with regulatory requirements, manufacturer guidelines, and company policies.
  • Prepare reports for senior management on aftersales technical performance and improvement plans.

Job Requirements

Required Skills & Qualifications:

  • Bachelor's degree in Automotive Engineering, Mechanical Engineering, or a related field.
  • 7+ years of experience in aftersales technical support, including warranty, customer technical support, and training.
  • Strong knowledge of automotive diagnostics, repair procedures, and warranty management.
  • Leadership experience in managing cross-functional technical teams.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proficiency in using DMS, CRM, and technical service software.
  • Strong communication and interpersonal skills to collaborate with internal teams and external partners.

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.