After Sales Engineering Manager

Overview: As our After Sales Engineering Manager, you will be the cornerstone of our post-purchase customer experience. You will lead a team of talented engineers, ensuring the highest standards of technical support, problem resolution, and client engagement. Your leadership will be crucial in maintaining our reputation for quality and reliability, directly contributing to our long-term success and customer loyalty.

• Responsibilities:

  • Lead and mentor a high-performing team of After Sales Engineers, fostering a culture of continuous improvement and technical excellence.

  • Oversee all after-sales activities, including technical support, troubleshooting, field service, and spare parts management for complex engineering products.

  • Develop and implement strategies to enhance customer satisfaction, streamline support processes, and reduce resolution times.

  • Act as a primary point of contact for escalated customer issues, providing expert technical guidance and ensuring timely and effective solutions.

  • Collaborate closely with sales, production, and R&D teams to provide feedback on product performance and contribute to future product development.

  • Manage service contracts, warranties, and ensure compliance with quality standards and regulatory requirements.

  • Conduct regular performance reviews and provide training to upskill the team in emerging technologies and best practices.

• Skills & Technologies: This role demands a strong foundation in Engineering principles, coupled with exceptional Customer Service acumen. You will leverage your expertise in Technical Support, Troubleshooting, and potentially specialized areas like Mechanical Engineering or Electrical Engineering. Experience with Project Management methodologies and robust Client Relationship Management skills are essential for success.

• Growth Opportunities: We are committed to your professional development. As an After Sales Engineering Manager, you will have access to advanced training, leadership development programs, and opportunities to expand your influence across different product lines and regions. Your success will directly pave the way for senior leadership roles within our organization.

• Team & Culture: Join a dynamic and supportive team where innovation and collaboration are celebrated. We pride ourselves on a culture that values expertise, proactive problem-solving, and a shared commitment to customer success. You will be part of a close-knit group that thrives on challenges and celebrates achievements together.

• Impact: Your leadership will directly influence customer retention, brand reputation, and overall business growth. By ensuring seamless after-sales support, you will be instrumental in turning customers into loyal advocates and driving our market leadership in Alexandria and beyond.

Requirements

• Bachelor of engineering (Mechanical - Electrical)

• Male

• Live in Alexandria

• Home appliances field experience

• Experience & Expertise:

  • A minimum of 5-10 years of progressive experience in an After Sales Engineering or Technical Support role, with a significant portion in a leadership or managerial capacity.

  • Proven track record in Engineering, demonstrating a deep understanding of complex systems and technical problem-solving.

  • Exceptional proficiency in Customer Service, with a strong ability to manage client expectations and resolve critical issues effectively.

  • Demonstrated expertise in Technical Support and Troubleshooting, capable of diagnosing and resolving intricate technical challenges.

  • Solid background in either Mechanical Engineering or Electrical Engineering, or a related engineering discipline.

  • Experience with Project Management principles and tools, ensuring efficient execution of service initiatives.

  • Strong capabilities in Client Relationship Management, fostering long-term partnerships and trust.

  • Excellent Problem Solving abilities, with a methodical approach to identifying root causes and implementing sustainable solutions.

  • Outstanding Communication and interpersonal skills, essential for leading a team and interacting with diverse stakeholders.

  • Proven ability in Team Leadership, inspiring and developing engineering talent.

  • Commitment to Quality Assurance, ensuring all service operations meet the highest standards.

• Education: While specific degrees are not listed, a Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics, or a related field) is typically expected for this level of role.

• Career Level: This is a Manager level position, requiring strong leadership, strategic thinking, and operational management skills.