Technical Manager

About the Role

The Technical Manager will oversee and lead all technical and operational activities within the Aftersales department at Al Waha For Cars. This position aims to ensure precise vehicle diagnostics, effective repairs, robust technical support, and overall customer satisfaction while adhering to manufacturer standards.

Key Responsibilities

• Oversee and manage the technical operations of the Aftersales/Workshop area, ensuring efficiency and quality.
• Offer expert technical support for challenging vehicle diagnostics, repair tasks, and troubleshooting scenarios.
• Serve as the escalation contact for significant or repeatedly occurring technical problems.
• Guarantee that all vehicle repairs are carried out correctly, efficiently, and completed within designated timeframes.
• Track workshop output, repair standards, vehicle flow, and technical key performance indicators (KPIs).
• Perform root cause analyses on recurring technical issues to prevent future repetitions.
• Collaborate with Original Equipment Manufacturer (OEM) technical teams concerning technical cases, product concerns, service campaigns, and technical notices.
• Maintain compliance with manufacturer repair protocols, technical guidelines, warranty policies, and safety regulations.
• Assist warranty teams through technical assessments, claim verifications, and addressing warranty-related concerns.
• Identify and arrange needed training or coaching initiatives for technicians and service staff.
• Keep the technical team informed about advancements in vehicle technology, diagnostic equipment, repair methodologies, and product updates.
• Supervise the usage and servicing of diagnostic tools, special equipment, and workshop machinery.
• Coordinate closely with Service, Parts, Warranty, Customer Relationship Management (CRM), and other Aftersales divisions to ensure smooth workflow.
• Review and interpret technical reports, providing thorough feedback to management and the manufacturer.
• Address customer technical complaints promptly and ensure corrective measures are implemented.
• Lead efforts to continuously improve performance metrics such as first-time fix rates and minimize repeat repairs to boost customer satisfaction.
• Ensure adherence to company policies, health and safety standards, and manufacturer directives.
• Lead, inspire, and support the technical team to meet and surpass departmental goals.