Consumer Care/Customer Care
Permanent
Job Description
Technical Support & Warranty Manager – MENCA Region
Location: Dubai, UAE
Region Covered: MENCA
Role Overview
The Technical Support & Warranty Manager is responsible for leading all technical support, warranty operations, and service quality initiatives across the MENCA region.
This role ensures efficient and consistent after‑sales service, drives product quality improvements, optimizes warranty costs, and provides advanced technical support to distributors and authorized service partners.
You will play a crucial role in shaping service strategy, strengthening partner capabilities, and elevating customer satisfaction across diverse markets.
Key Responsibilities
1. Regional Technical Support Leadership
- Lead the regional technical support function, providing second‑ and third‑level technical assistance to service partners, distributors, and internal teams.
- Ensure timely resolution of critical field issues, escalations, and product performance concerns.
- Develop technical guidelines, troubleshooting procedures, and service standards for the region.
2. Warranty Management & Cost Control
- Oversee the full warranty operations cycle, including claim approval, audits, and cost analysis.
- Develop policies that ensure compliance, fraud prevention, and standardization across countries.
- Manage regional warranty budgets and implement cost‑reduction initiatives without compromising service quality.
- Analyze warranty data to identify high-cost trends and drive corrective actions.
3. Field Quality & Product Performance Monitoring
- Monitor product performance through service data, failure rates, and defect trends.
- Collaborate with global quality teams and R&D to provide field insights and support root-cause analysis.
- Lead regional improvement projects (CAPA) to enhance product reliability and reduce recurring issues.
- Coordinate technical feedback loops with factories and product engineering teams.
4. Service Partner Network Management
- Assess and develop the capabilities of authorized service centers and distributors across MENCA.
- Implement certification programs, technical assessments, and continuous improvement plans.
- Support new market entries with technical readiness, tools, service standards, and training.
5. Training & Knowledge Transfer
- Develop and deliver advanced technical training programs (in-person + digital) for service teams and partners.
- Ensure service providers are equipped with up‑to‑date knowledge, tools, and technical documentation.
- Lead the rollout of new product service readiness (NPI) activities in the region.
6. Process & Compliance Management
- Develop and enforce technical service processes, warranty policies, and operating procedures.
- Conduct audits of service providers focusing on compliance, repair quality, and claim accuracy.
- Implement standardization across countries to ensure consistent customer experience.
7. Cross‑Functional Collaboration
- Work closely with Customer Service, Sales, Supply Chain, R&D, Factories, and Marketing teams.
- Provide technical inputs for product launches, after‑sales strategy, and customer satisfaction programs.
- Participate in regional management reviews and present performance dashboards and insights.
Qualifications & Experience
Education
- Bachelor’s degree in electrical engineering, Electronics, Mechatronics, or a related technical field.
- Master’s degree or MBA is a plus.
Experience
- 7–10 years of experience in technical support, after‑sales service, or quality management, ideally for home appliances, consumer electronics, or similar industries.
- Minimum 3 years in a regional leadership or managerial role.
- Proven experience managing distributors and service partners across multiple countries.
Technical Skills
- Strong understanding of electromechanical systems and product diagnostics.
- Deep knowledge of warranty processes, policies, and cost-control strategies.
- Proficiency in quality tools (RCA, 8D, FMEA, Pareto, Fishbone).
- Experience with service management systems (CRM, DMS, Warranty Platforms).
- Ability to interpret engineering documentation, schematics, and technical bulletins.
Leadership & Soft Skills
- Excellent communication and stakeholder management across cultures and organizational levels.
- Strong analytical and data-driven decision-making capabilities.
- Ability to lead regional teams and influence cross-functional stakeholders.
- High sense of ownership, customer-centric mindset, and continuous improvement focus.
- Ability to manage multiple countries with diverse service environments and market maturity.
