ob Overview
An exciting opportunity is available for an experienced Manager – Technical Services & Aftermarket to lead aftersales operations for a leading Fire Fighting Vehicles division in Dubai, UAE. This leadership role focuses on delivering high-quality technical support, maintenance services, warranty management, spare parts operations, field service, and customer relationship management to ensure maximum fleet performance and customer satisfaction.
Thank you for reading this post, don't forget to subscribe!The successful candidate will oversee technical service teams, drive aftermarket business growth, improve operational efficiency, and maintain strong relationships with customers across the GCC and international markets.
Key Responsibilities
Lead Aftersales Operations
- Manage end-to-end aftersales services for fire fighting and emergency response vehicles.
- Oversee commissioning, preventive maintenance, inspections, repairs, and emergency breakdown support.
- Ensure high fleet availability and reliable vehicle performance.
- Supervise service centres, field engineers, technicians, and regional support teams.
- Develop service standards and emergency response procedures for critical customers.
Technical Service & Engineering Support
- Provide expert technical guidance for firefighting systems, hydraulic equipment, electrical systems, pumps, foam systems, PLC controls, and vehicle electronics.
- Support troubleshooting, root cause analysis, and technical issue resolution.
- Coordinate commissioning activities and customer training for newly delivered vehicles.
- Maintain accurate service documentation and maintenance procedures.
Warranty & Quality Management
- Manage warranty claims from evaluation through final resolution.
- Work closely with engineering, production, quality, and supply chain teams to resolve product issues.
- Identify recurring technical concerns and recommend product improvements.
- Ensure compliance with manufacturer warranty requirements.
Aftermarket Business Development
- Grow aftermarket revenue through:
- Annual Maintenance Contracts (AMC)
- Spare parts sales
- Vehicle refurbishment
- Equipment upgrades
- Retrofit projects
- Technical training services
- Forecast spare parts demand and maintain critical inventory levels.
- Improve service efficiency while minimizing customer downtime.
Customer Relationship Management
- Build strong relationships with government agencies, airports, municipalities, industrial organizations, and emergency response authorities.
- Conduct customer visits to review fleet performance and recommend service improvements.
- Resolve customer concerns promptly while maintaining high satisfaction levels.
- Support long-term customer retention through quality service delivery.
Leadership & Operational Excellence
- Lead and develop service engineers, technicians, workshop supervisors, and customer support teams.
- Monitor service KPIs including response time, first-time fix rate, fleet availability, and service profitability.
- Prepare service budgets, performance reports, and operational improvement plans.
- Promote workplace safety, quality standards, and continuous improvement initiatives.
Qualifications
- Bachelor’s Degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, Mechatronics, or a related discipline.
- MBA or Master’s degree is an advantage.
- Professional certifications in Service Management or Project Management are preferred.
Experience Required
- Minimum 10 years of experience in technical services, aftermarket operations, or service management.
- At least 5 years of leadership experience managing technical service teams.
- Experience with fire trucks, emergency vehicles, heavy commercial vehicles, defence vehicles, municipal equipment, or hydraulic systems is highly desirable.
- International experience across GCC, Africa, or global markets is an added advantage.
Required Skills
- Fire Fighting Vehicle Systems
- Fire Pumps & Foam Systems
- Vehicle Hydraulics & Electrical Systems
- Diesel Engines & Transmissions
- Hydraulic Rescue Equipment
- PLC & Electronic Controls
- Fleet Maintenance Management
- Warranty Administration
- Root Cause Analysis (RCA)
- Preventive & Predictive Maintenance
- ERP Systems (SAP, Oracle)
- CRM Software
- Service Performance Analytics
Leadership Skills
- Strategic Planning
- Customer Relationship Management
- Commercial Awareness
- Team Leadership
- Problem Solving
- Decision Making
- Cross-functional Collaboration
- Change Management
- Continuous Improvement
- Coaching & Mentoring
Performance Indicators
Success in this role will be measured through customer satisfaction, fleet availability, service response times, first-time fix rates, warranty cost control, AMC growth, spare parts sales, service revenue, repair turnaround time, technician productivity, SLA compliance, and overall service profitability.