Senior Officer, Technical

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Number of Openings: 1

This role is responsible for ensuring the effective delivery of technical support and training to the service network and customers, aiming to resolve problems quickly and maintain maximum uptime.

This role oversees technical trainers and support engineers, providing guidance to address complex technical inquiries, ensuring short response times, and coordinating the reporting of quality issues and technical deviations to the relevant manufacturers.

• Ensure smooth daily operations of the Technical Support department
• Follow established technical support processes and contribute to continuous improvement
• Coordinate and lead regulatory and technical case review meetings
• Provide timely technical support to service teams, dealers, and customers, including corrective actions
• Manage and escalate technical cases through manufacturer platforms as required
• Monitor and analyze KPIs related to case volume, flow, and resolution time
• Guide and support the technical team to deliver accurate and high‑quality case resolutions
• Communicate product quality issues through field quality processes
• Support troubleshooting, diagnostics, and technical investigations across the service network
• Provide feedback to Service Managers on dealer performance and operating standards
• Identify technical training needs and develop effective learning solutions
• Deliver technical training across trucks, heavy equipment, systems, and components
• Train technicians on diagnostic tools, technical literature, and manufacturer platforms
• Design and evaluate competency‑based assessments and training effectiveness
• Maintain training records and technical information within manufacturer portals
• Lead technical knowledge sharing through conferences, workshops, and training sessions
• Support technician recruitment through technical interviews and capability assessments
• Analyze training results, report outcomes, and propose continuous improvements
• Manage technical information control, distribution, and updates across the service network
• Communicate technical and evaluation updates to the network according to plan
• Develop, implement, and standardize HSE policies and procedures across all sites
• Conduct risk assessments, site inspections, audits, and incident investigations
• Ensure PPE compliance, emergency preparedness, and preventive safety measures
• Promote a strong safety culture through training, awareness, and leadership
• Monitor HSE KPIs, including LTIFR, near‑miss reporting, and environmental metrics
• Mentor site HSE representatives and integrate HSE into daily operations

Minimum diploma in mechanical, electrical, or automotive engineering