Regional After Sales Technical Support & Training Manager

About Us

Responsibilities

• Technical training system implementation:
• **Internal training system establishment:**
• Establish a comprehensive technical training system for the Middle East region, and compile training materials, technical manuals, troubleshooting guides and other resources adapted to the local market, taking into account both traditional fuel vehicles and new energy vehicles, to ensure that the training content is in line with local regulations, vehicle configurations and after-sales scenarios.
• **Training implementation:**
• conduct training for internal technical teams, dealer after-sales technicians, and regional partner technical personnel.
• The training covers new vehicle technical training, fault diagnosis training, practical training of new energy three-electric systems (battery, motor, electronic control), and after-sales maintenance standard training.
• **Training optimization:**
• Establish a training effectiveness assessment and evaluation mechanism, and examine training results through dimensions such as theoretical assessment, practical evaluation, and after-sales problem-solving efficiency.
• Continuously optimize training content, form and frequency based on evaluation results, and update technical training materials in sync to adapt to vehicle model iteration and technology upgrades.

Automotive Technical Support And Problem Solving

• **Regional After-Sales Technical Coordination:**
• Leveraging extensive technical experience in the automotive industry, fully responsible for after-sales technical support for vehicles in the Middle East region.
• Also coordinate the handling of various vehicle malfunctions and technical issues reported by dealers and end customers within the region, establish a problem log, follow up on closed-loop processing, and ensure the timeliness and quality of problem resolution.
• **Tackling Complex Technical Issues:**
• In response to vehicle technical challenges caused by the unique climate and road conditions in the Middle East, as well as major batch technical failures, we led technical teams to tackle these issues, collaborated with headquarters technical departments and suppliers to develop specialized solutions, quickly responded to and handled major after-sales complaints, reduced negative brand impact, and ensured customer satisfaction.
• **New Energy Vehicle Technical Support (Priority Core):**
• use new energy vehicle technology to lead the entire after-sales technical process for new energy vehicle models within their region.
• Responsible for fault diagnosis, technical guidance, and maintenance support for core components.
• Also be responsible for developing exclusive after-sales technical specifications for new energy vehicle models and ensuring the safety and technical standards of new energy vehicle maintenance.
• **Technical Standards Implementation and Supervision:**
• implement the headquarters' automotive technical standards and after-sales maintenance specifications at dealerships and service outlets in the Middle East region.
• Regional business collaboration and customer relationship maintenance:
• **Cross-departmental and dealer collaboration:**
• Connect with the Middle East regional sales team, dealer teams, supply chain and headquarters technical department to establish an efficient communication mechanism, synchronize technical information, after-sales issues and solutions, and collaboratively promote the smooth development of regional after-sales business, and cooperate to complete related technical support work such as new car launches and market promotion.
• **Customer technical service maintenance:**
• Connect with major end customers and core dealers to provide dedicated technical support services, collect customer technical needs and feedback suggestions, identify vehicle technical pain points in the region, and report them to headquarters to optimize products and after-sales solutions, continuously improving customer experience.

Qualifications & Experience

• 8-10 years of experience in the Technical Support & Training role or similar role in
• auto industry
• Strong understanding of automotive after-sales technical support process in the Middle East region.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
• Ability to manage multiple projects simultaneously and work under tight deadlines.

Work Environment

• :
• Dubai-office based role.
• Occasional travel for industry events or company meetings may be required in Middle East such as the UAE, Saudi Arabia, Kuwait, and Qatar.