Manager, After Sales Technical Support

Job Purpose

This role is responsible for leading the Technical Assistance function to ensure timely, accurate, and high‑quality resolution of complex and escalated technical issues across the service network.

The role provides advanced diagnostic expertise, governs technical escalation processes, and drives root cause resolution in collaboration with engineering, warranty, and suppliers to enhance service quality, reduce repeat failures, and support network capability development.

• Lead the customer technical support team responsible for advanced diagnostics, escalated cases, and recurring technical complaints across all vehicle systems.
• Serve as the primary escalation point for complex or unresolved technical issues, coordinating effectively with service centers, field teams, engineering, warranty, and suppliers.
• Ensure robust root‑cause analysis is conducted and documented for critical and repeat cases, with corrective actions tracked and closed in a timely manner.
• Oversee technical case management processes, including the effective use of diagnostic tools, diagnostic data, and accuracy of service documentation.
• Define and maintain technical support workflows, SLAs, and escalation matrices in alignment with brand standards, safety requirements, and regulatory guidelines.
• Provide technical guidance, coaching, and capability development for the technical support team to ensure consistent quality of diagnosis and resolution.
• Ensure consistent execution of these processes, adherence to SLAs, and alignment with OEM diagnostic quality and regulatory standards.
• Monitor and analyze technical case trends, repeat failure patterns, and field quality issues, providing structured feedback to engineering, quality, and product teams.
• Collaborate with Warranty and Aftersales Quality teams to ensure technical findings are reflected in warranty policies, claim validation, and repair guidelines.

• Achieve assigned objectives through setting individual objectives, managing performance, and developing and motivating staff.
• Participate in the development of the section’s business plans in accordance with department objectives.
• Ensure effective implementation of policies, procedures, and controls covering all areas of assigned activities.
• Prepare the budget required for the section and monitor financial performance versus the budget, ensuring unit activities are conducted in line with approved guidelines.
• Manage the identification of opportunities for continuous improvement and sustainability of systems processes and practices, considering leading standards, productivity improvement, and cost reduction.
• Ensure all section reports are prepared timely and accurately and meet CEER requirements, policies, and quality standards.
• Ensure non‑disclosure of confidential information within or outside CEER.
• Ensure adherence to Health, Safety, Security, and Environment policies and standards across all business functions under the department.

Education: Bachelor’s degree in Engineering, Mechanical Engineering, Electrical/Electronic Engineering, or a related field.

Experience: Minimum 6 years of experience, including 2 years in a managerial role.