Warranty & Technical Manager

About SKM Air Conditioning

SKM Air Conditioning is dedicated to providing high-quality HVAC solutions and ensuring customer satisfaction through innovative products and exceptional service. The company is seeking a Warranty & Technical Manager to join their team in Dammam, Eastern region.

Role Overview

The Warranty & Technical Manager will be responsible for overseeing the after-sales warranty team, providing comprehensive technical support, and ensuring quality assurance for SKM products. This full-time role involves leading a team of HVAC professionals to maintain high standards of customer service and operational efficiency.

Key Responsibilities

• Manage the daily operations of the after-sales warranty team to ensure customer satisfaction.
• Ensure all customer complaints are logged, responded to, and resolved within acceptable timeframes.
• Provide technical support across the entire SKM product range and conduct technical analysis of field service problems.
• Perform root cause analysis of equipment failures and communicate preventive actions to relevant departments.
• Monitor the status of outstanding warranty reports and validate warranty claims, investigating questionable cases.
• Recruit, interview, hire, and train HVAC technicians, supervisors, and engineers to meet workload demands.
• Conduct performance appraisals and set improvement goals for technicians, recommending technical training based on skill gaps.
• Review and verify daily reports from the team before client communication and liaise with the Sales Department regarding customer faults.
• Meet with customers to discuss failures and provide solutions, including site visits for technical and quality issues during installation, commissioning, and handover.
• Monitor HVAC service vehicles for condition and inventory, and review technicians' work for compliance with quality and safety standards.

Qualifications and Experience

• A minimum of 10 years of experience in a relevant field.
• Demonstrated ability to manage after-sales warranty teams and provide technical support for HVAC products.
• Experience in quality assurance and complaint management systems.
• Proven leadership skills in recruiting, training, and developing technical teams.
• Strong analytical skills for problem diagnosis and root cause analysis.

Work Environment

This is a full-time position based in Dammam, Eastern region, requiring coordination with various internal departments and direct engagement with customers and sites.

Application Process

Interested candidates are invited to apply. Salary details will be discussed during the interview process.