Manager After Sales Technical Support📣 Job Ad

About the Role

CEER is seeking a Manager After Sales Technical Support to lead the Technical Assistance function in Riyadh, Saudi Arabia. This full-time role is responsible for ensuring the timely, accurate, and high-quality resolution of complex and escalated technical issues across the service network. The Manager will provide advanced diagnostic expertise, govern technical escalation processes, and drive root cause resolution in collaboration with engineering, warranty, and suppliers to enhance service quality and reduce repeat failures.

Key Technical Responsibilities

• Lead the customer technical support team, focusing on 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 with service centers, field teams, engineering, warranty, and suppliers.
• Ensure robust root cause analysis is conducted and documented for critical and repeat cases, tracking and closing corrective actions 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, and regulatory guidelines.
• Provide technical guidance, coaching, and capability development for the technical support team to ensure consistent quality of diagnosis and resolution.
• Ensure consistent execution of processes, adherence to SLAs, and alignment with OEM diagnostic, quality, and regulatory standards.
• 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 by setting individual goals, managing performance, and developing and motivating staff.
• Participate in the development of the section’s business plans in accordance with department objectives.
• Ensure the effective implementation of policies, procedures, and controls covering all assigned activities.
• Prepare the section's budget and monitor financial performance against it, ensuring activities align 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 all section reports are prepared timely and accurately, meeting CEER’s requirements, policies, and quality standards.
• Ensure non-disclosure of confidential information both within and outside CEER.
• Ensure adherence to Health, Safety, Security, and Environment policies and standards across all business functions under the department.

Experience Requirements

Candidates for this position should possess 5 to 10 years of relevant experience in technical support leadership, after-sales service, or a related field within the automotive industry.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to CEER's after-sales service excellence.

Application Information

Interested candidates are encouraged to apply to join the CEER team.