Warranty and Technical Support Manager

AL SHAL

Oversee and manage all warranty operations, ensuring compliance with manufacturer and company policies.

• Lead the technical support team to provide timely and effective solutions for customer and dealer inquiries.
• Analyze warranty claims, identify trends, and implement corrective actions to minimize recurring issues.
• Develop and maintain strong relationships with OEMs, suppliers, and internal departments to streamline warranty processes.
• Monitor and report on warranty costs, claim rates, and technical support performance metrics.
• Train and mentor service staff on warranty procedures, technical troubleshooting, and customer service best practices.
• Investigate complex technical issues, coordinate with engineering teams, and provide guidance for resolution.
• Ensure accurate documentation and record-keeping for all warranty claims and technical support cases.
• Drive continuous improvement initiatives to enhance service quality and customer satisfaction.
• Stay updated on industry trends, manufacturer bulletins, and regulatory requirements related to warranty and technical support.

Minimum of 7 years of experience in automotive warranty management or technical support.

• Proven track record in leading teams within a fast-paced automotive service environment.
• Strong analytical skills with the ability to interpret data and implement process improvements.
• Excellent communication and interpersonal skills for effective collaboration with internal and external stakeholders.
• In-depth knowledge of automotive systems, warranty policies, and technical troubleshooting.
• Experience with OEM warranty systems and dealer management software.
• Ability to manage multiple priorities and work under pressure to meet deadlines.
• Demonstrated leadership and team development capabilities.
• Attention to detail and commitment to maintaining high standards of service quality.
• Fluency in English and Arabic is preferred.