Warranty & Technical Service Manager – HVAC Industry
We are seeking an experienced Warranty & Technical Service Manager to oversee our regional after-sales operations, drive customer satisfaction, and lead warranty and technical support activities. The ideal candidate will bring extensive HVAC expertise along with strong leadership and analytical abilities.
Key Responsibilities:
Customer Service & Complaint Management
- Lead daily operations of the after-sales warranty team.
- Ensure complaints are logged, addressed, and closed within defined KPIs.
- Provide support to customers, contractors, and service providers to maintain high satisfaction levels.
- Monitor and review the status of cases in the complaint management system.
Technical Support & Analysis
- Provide technical support across the full HVAC product portfolio.
- Conduct field and factory issue analysis, recommend solutions, and prepare technical reports.
- Perform root cause analysis and coordinate preventive actions with Quality, Engineering, and Design teams.
- Support service teams in resolving complex HVAC issues.
Warranty & Quality Assurance
- Monitor daily status of warranty reports and coordinate with the Quality Department.
- Validate warranty claims and investigate questionable cases.
- Analyze customer warranty reports and escalate recurring or epidemic failures.
- Ensure warranty commitments are met as per company policies.
Team Leadership & Development
- Recruit, train, and develop HVAC technicians, supervisors, and engineers.
- Conduct performance reviews and set development goals.
- Organize technical training based on skills and competency requirements.
- Maintain updated training records and ensure technical proficiency across the team.
Reporting & Coordination
- Review and verify daily technical reports before sharing with clients.
- Coordinate with Sales to validate customer-related findings.
- Prepare and share monthly service performance reports.
- Maintain accurate field failure records and align corrective actions with Factory teams.
Customer & Site Engagement
- Engage with customers to discuss failures and propose solutions.
- Attend installation, commissioning, and handover stages to resolve technical or quality issues.
- Identify and differentiate equipment-related issues from system-related problems.
Operational Oversight
- Ensure service vehicles are well-maintained and stocked with required inventory.
- Review technicians work for compliance with quality and safety standards.
- Recommend improvements to enhance productivity and service quality.
- Coordinate with other departments to align with company objectives.
Qualifications & Experience
- Bachelor's degree with 13+ years of relevant experience in HVAC, preferably within an OEM or service and maintenance company.
- Strong knowledge of MS Office and ERP systems.
- Understanding of customer service practices and market requirements.
- Experience in inventory management related to warranty parts.
- Proficiency in English; Arabic is an added advantage.
- Strong communication, planning, organizational, and time-management skills.
- Ability to work under pressure and manage multiple priorities.
Key Behaviours
- Team-oriented
- Strong problem-solving and decision-making skills
- Result-driven with high attention to detail
- Effective time and priority management
- Ability to respond efficiently in urgent situations
How to Apply
Interested candidates are invited to apply through LinkedIn
