Manager, After Sales Technical Support

About the Role

This position is responsible for leading the Technical Assistance team to deliver prompt, precise, and high-quality resolutions for complex and escalated technical issues across the service network. The role demands expert diagnostic skills, management of technical escalations, and collaboration with engineering, warranty, and suppliers to improve service quality, minimize recurring failures, and build network capabilities.

Key Responsibilities

• Direct the customer technical support team handling advanced diagnostics, escalated concerns, and frequent technical complaints spanning all vehicle systems.
• Act as the main escalation contact for intricate or unresolved technical problems, coordinating seamlessly with service centers, field teams, engineering, warranty, and suppliers.
• Ensure comprehensive root cause analyses for critical and recurrent cases, with timely closure of corrective actions.
• Manage technical case workflows, ensuring effective use of diagnostic tools, data accuracy, and thorough service documentation.
• Establish and uphold technical support workflows, service level agreements (SLAs), and escalation protocols consistent with brand standards, safety mandates, and regulatory requirements.
• Deliver expert technical guidance, training, and developmental support to enhance the technical team's diagnostic quality and resolution capabilities.
• Ensure compliance with processes, adherence to SLAs, and alignment with OEM diagnostics, quality benchmarks, and regulatory criteria.
• Track and analyze trends in technical cases, repetitive failure modes, and field quality, offering structured insights to engineering, quality assurance, and product teams.
• Collaborate with Warranty and Aftersales Quality departments to integrate technical findings into warranty policies, claim validations, and repair procedures.

Managerial Responsibilities

• Set performance goals, manage team output, and foster staff motivation and development to accomplish assigned objectives.
• Contribute to the preparation of the section’s business strategy aligned with departmental goals.
• Implement and monitor policies, procedures, and controls governing all assigned activities.
• Develop the section's budget, supervise financial performance relative to budgets, and ensure operations align with approved guidelines.
• Identify opportunities for process improvement, sustainability, productivity gains, and cost reduction following leading industry standards.
• Ensure timely, accurate preparation of section reports meeting CEER’s policies and quality standards.
• Maintain confidentiality of sensitive information within and outside the organization.
• Enforce compliance with Health, Safety, Security, and Environmental policies across department functions.

Required Qualifications and Experience

• Bachelor's degree in Engineering, Mechanical Engineering, Electrical/Electronic Engineering, or a related discipline.
• At least 6 years of professional experience, including a minimum of 2 years in a managerial capacity.