Technical Support & Warranty Manager, MENCA

Job Description

Technical Support & Warranty Manager

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.
• 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.

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.