Manager After Sales Technical Support📣 إعلان

About the Role

CEER is seeking a Manager, After Sales Technical Support to join our team in Riyadh. This full-time role is central to leading the Technical Assistance function, ensuring the timely, accurate, and high-quality resolution of complex and escalated technical issues across the service network. The Manager provides advanced diagnostic expertise, governs technical escalation processes, and drives root cause resolution in collaboration with engineering, warranty, and suppliers to enhance service quality, reduce repeat failures, and support network capability development.

Technical Support Leadership

• Lead the customer technical support team responsible for advanced diagnostics, escalated cases, and recurring technical complaints across all vehicle systems.
• Serve as the primary escalation point for complex or unresolved technical issues, coordinating effectively with service centers, field teams, engineering, warranty, and suppliers.
• Ensure robust root cause analysis is conducted and documented for critical and repeat cases, with corrective actions tracked and closed in a timely manner.
• Oversee technical case management processes, including the effective use of diagnostic tools, diagnostic data, and accuracy of service documentation.
• Define and maintain technical support workflows, Service Level Agreements (SLAs), and escalation matrices in alignment with brand standards, safety requirements, and regulatory guidelines.
• Provide technical guidance, coaching, and capability development for the technical support team to ensure consistent quality of diagnosis and resolution.
• Monitor and analyze technical case trends, repeat failure patterns, and field quality issues, providing structured feedback to engineering, quality, and product teams.
• Collaborate with Warranty and Aftersales Quality teams to ensure technical findings are reflected in warranty policies, claim validation, and repair guidelines.

Managerial Accountabilities

• Achieve assigned objectives through setting individual objectives, managing performance, and developing and motivating staff.
• Participate in the development of the section’s business plans according to department objectives.
• Ensure the effective implementation of policies, procedures, and controls covering all areas of assigned activities.
• Prepare the budget required from the section and monitor financial performance versus the budget while ensuring unit activities are conducted in line with approved guidelines.
• Manage the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering leading standards, productivity improvement, and cost reduction.
• Ensure that all section reports are prepared timely and accurately and meet CEER’s requirements, policies, and quality standards.
• Ensure non-disclosure of confidential information within or outside CEER.
• Ensure adherence to the Health, Safety, Security, Environment policies and standards across all business functions under the department.

Qualifications and Experience

• Bachelor's degree in Engineering, Mechanical Engineering, Electrical/Electronic Engineering, or a related field.
• Minimum of 6 years of experience in a relevant field, with at least 2 years in a managerial role.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia.

Application

We invite qualified candidates to apply for this role.