Are you an experienced Master Technician seeking a new challenge in the automotive industry? Quest Search & Selection is currently seeking a Technical Support Manager to join our team in Dubai, UAE. In this role, you will play a pivotal role in providing technical support to our dealer network, ensuring customer satisfaction and cost-effectiveness. Read on to learn more about this exciting opportunity.
1. Overview of the Position
As a Technical Support Manager, you will be responsible for providing technical support to our dealer network, working closely with various departments within the company. This role requires strong technical knowledge, excellent communication skills, and a customer-centric approach.
2. Main Responsibilities
Attend Product Planning Meetings
You will actively participate in product planning meetings, providing valuable technical insights to support decision-making processes.
DISS Management
Manage the DISS (Dealer Information & Support System) to provide timely technical support to dealers while prioritizing customer satisfaction and cost-effectiveness.
Communication with Dealer Network
Maintain regular communication with the dealer network, disseminating technical information through bulletins, TPIs (Technical Product Information), campaigns, and addressing vehicle faults promptly.
TPI Approval and Creation
Approve and create Technical Product Information (TPIs) as per local requirements, ensuring compliance with company standards.
Onsite Technical Support
Provide onsite technical support to dealers, including test drives and handling customer inquiries effectively.
Handling Escalated Customer Complaints
Address escalated customer complaints promptly and professionally, striving to resolve issues to the satisfaction of all parties involved.
Organize Technical Meetings
Organize technical meetings for dealer staff, focusing on DISS coaching sessions and ensuring continuous improvement in technical capabilities.
Assistance in Service Clinics
Assist in organizing service clinics as and when required, contributing to enhancing service quality and customer satisfaction.
Management of Single Incidents
Manage single incidents efficiently, investigating and resolving product faults promptly to minimize downtime for customers.
New Model Launch Training
Participate in new model launch training sessions, acquiring in-depth knowledge of new products and technologies to support dealers effectively.
Co-operation with Regional After Sales Manager
Collaborate with the Regional After Sales Manager to provide technical support as needed, ensuring alignment with regional strategies and objectives.
Flying Technician Coordination
Coordinate Flying Technician activities in conjunction with the Regional After Sales Manager, providing additional support to dealers as required.
Monitoring and Reporting
Monitor and report on missed campaigns and dealer feedback on a monthly basis, analyzing trends to identify areas for improvement.
Dealer STLI Reporting
Maintain dealer Service Technical Liaison Information (STLI) reporting on a monthly basis, ensuring accurate and timely submission of reports.
Technical Advice
Provide technical advice to the customer care, parts, and warranty teams as needed, supporting the resolution of technical issues efficiently.
3. Requirements
To be successful in this role, you must possess the following attributes:
- Qualified Master Technician with at least 5 years of working experience and in-depth product knowledge.
- Previous experience in a technical role and technical service center is required.
4. About Quest Search & Selection
Quest Search & Selection is a specialist recruitment consultancy with over 20 years of experience in sourcing top candidates for the global Retail, FMCG, and Hospitality sectors. With offices in the UK and Dubai, we offer both local and international recruitment solutions across various domains, including Retail Buying & Merchandising, E-commerce & Digital, Food & Beverage, Hotels, and more. We pride ourselves on our industry expertise, global reach, and commitment to excellence.
Conclusion
The role of a Technical Support Manager in the automotive industry is both challenging and rewarding. By joining Quest Search & Selection, you’ll have the opportunity to work with a dynamic team, contribute to the success of our dealer network, and advance your career in a fast-paced environment. If you have the required qualifications and experience, we encourage you to apply today and take the next step in your professional journey.
FAQs
1. What qualifications are required for the Technical Support Manager role?
To be successful in this role, candidates must be a qualified Master Technician with at least 5 years of working experience and in-depth product knowledge.
2. Does this role involve travel?
Yes, the Technical Support Manager may be required to travel occasionally to provide onsite technical support to dealers.
3. What sets Quest Search & Selection apart from other recruitment agencies?
Quest Search & Selection specializes in sourcing top candidates for the Retail, FMCG, and Hospitality sectors, with over 20 years of industry experience and a global reach.
4. How can I apply for the Technical Support Manager position?
You can apply for the position directly through our website or by contacting our recruitment team for more information.
5. What career advancement opportunities are available within Quest Search & Selection?
At Quest Search & Selection, we believe in nurturing talent and providing opportunities for career growth and development. We offer a supportive work environment where employees can thrive and achieve their full potential.
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