Technical After Sales Manager

Job Description

<p><strong>Reports To: CEO</strong></p><p><br></p><p><strong><span class=”ql-cursor”></span>Summary:</strong></p><p><strong> </strong></p><p><span> The Technical After Sales Manager is responsible for managing the technical support after-sales team to ensure customer needs are met in a timely and efficient manner. The position requires experience and knowledge in technical support, excellent leadership and communication skills, and the ability to handle complex issues under pressure.</span></p><p><span> </span></p><p><span> </span><strong>Responsibilities:</strong></p><p><span> </span></p><p><span> – Manage and lead the technical support after-sales team, as well as develop and implement procedures and strategies to improve service delivery.</span></p><p><span> – Build and maintain relationships with clients to ensure customer satisfaction and loyalty.</span></p><p><span> – Ensure customer inquiries, requests, and complaints are attended to in a timely and professional manner.</span></p><p><span>- Meet all KPIs set by the business and SLAs agreed with customers/external parties. </span></p><p><span> – Coordinate with other departments in the company to resolve issues that impact customer service.</span></p><p><span> – Lead the technical support department and provide guidance, ensure training needs are met, and manage skill development.</span></p><p><span> – Monitor the technical support team’s performance by implementing performance metrics, tracking progress, and providing feedback to supervisors and staff.</span></p><p><span> – Develop and maintain a comprehensive knowledge of the company’s products and services and be able to provide necessary technical information to the technical support staff and customers.</span></p><p><span> – Recommend changes to procedures and policies to enhance performance and customer satisfaction.</span></p><p><span> – Remain up-to-date with industry trends and practices, participate in professional development, and contribute to industry-related conversations to ensure that the company remains competitive and industry compliant.</span></p><p><br></p><p><strong>Experience required:</strong></p><p><span>&nbsp;</span></p><p><span>Candidates should have experience of Coffee Machines, Food and Beverage Vending machines and Commercial or Industrial kitchen equipment. </span></p><p><span>&nbsp;- Minimum 5 years management experience of technical support or after-sales management within FMCG, Catering, Restaurant or Leisure and Entertainment businesses.&nbsp;</span></p><p><span>- Excellent leadership and management skills with the ability to handle complex issues under pressure. </span></p><p><span>- Hands-on approach with the willingness to become involved in cross-functional activity. </span></p><p><span>- Strong communication, customer service, and interpersonal skills</span></p><p><span>- Proficient in Microsoft office, ERP, and other software. </span></p><p><span> – Excellent critical thinking ability and problem-solving skills, with an innovative mindset.</span></p><p><span> – Ability to work independently, exercise sound judgment, and demonstrate a strong work ethic.</span></p><p><span> – Willingness to participate in ongoing professional and technical development.</span></p><p><span>&nbsp;</span></p><p><span>Communication – Fluent written and spoken English. Arabic spoken is added advantage</span></p><p><span> </span></p><p><span> </span><strong>Qualifications:</strong></p><p><span> </span></p><p><span> – bachelor’s Electric/Electronics/Mechanical (Preferred) </span></p><p><span>-Current UAE Driver’s license (Essential) </span></p><p><span>-PIC or Equivalent Certification </span></p><p><span>-Basic Food Hygiene </span></p><p><span>-Foodwatch&nbsp;</span></p>