Job Purpose
The Manager – Technical Services & Aftermarket is responsible for leading the complete aftersales operations for NAFFCO's Fire Fighting Vehicles Division, ensuring maximum operational readiness of customer fleets through world-class technical support, maintenance services, warranty management, spare parts operations, commissioning, field service, and customer relationship management.
The role drives customer satisfaction throughout the lifecycle of fire trucks and emergency response vehicles while developing sustainable aftermarket revenue through Annual Maintenance Contracts (AMC), spare parts sales, upgrades, retrofits, refurbishment, and value-added service solutions.
Key Responsibilities
Aftersales Operations
Develop and execute the aftermarket strategy for NAFFCO Fire Fighting Vehicles across regional and international markets.
Lead all aftersales activities including commissioning, preventive maintenance, breakdown support, corrective maintenance, inspections, repairs, warranty administration, and technical assistance.
Ensure maximum uptime and operational readiness of customers' fire and rescue vehicle fleets.
Manage service centers, field service engineers, mobile technicians, and regional service teams.
Establish service response standards and emergency support procedures for critical customer operations such as airports, municipalities, civil defense, military, oil & gas, and industrial clients.
Monitor service KPIs including response time, first-time fix rate, fleet availability, warranty costs, service profitability, and customer satisfaction.
Technical Support
Provide advanced technical guidance for firefighting pumps, foam systems, water delivery systems, aerial platforms, hydraulic rescue equipment, chassis integration, electrical systems, PLC controls, and vehicle electronics.
Support troubleshooting of complex mechanical, hydraulic, pneumatic, and electrical failures.
Coordinate technical investigations and root cause analysis for recurring equipment failures.
Ensure proper commissioning and operator training for newly delivered vehicles.
Maintain technical documentation, service manuals, maintenance procedures, and troubleshooting guides.
Warranty & Quality Management
Manage warranty claims from receipt through technical evaluation, approval, corrective action, and closure.
Coordinate with Engineering, Production, Quality Assurance, and Supply Chain to resolve technical issues.
Identify recurring quality concerns and initiate product improvement actions.
Ensure compliance with manufacturer warranty standards and contractual obligations.
Spare Parts & Aftermarket Business
Develop strategies to increase aftermarket revenue through:
Annual Maintenance Contracts (AMC)
Spare parts sales
Vehicle refurbishment
Equipment upgrades
Retrofit projects
Operator and technician training
Forecast spare parts demand and collaborate with Supply Chain to ensure critical inventory availability.
Minimize equipment downtime through efficient parts planning and logistics.
Customer Relationship Management
Build long-term relationships with Civil Defence authorities, airports, municipalities, industrial customers, military organizations, and emergency response agencies.
Conduct regular customer visits to review fleet performance and identify improvement opportunities.
Manage customer escalations and ensure timely resolution of technical issues.
Monitor customer satisfaction and implement continuous improvement initiatives.
Leadership & Team Management
Lead, mentor, and develop service engineers, workshop supervisors, technicians, warranty coordinators, and customer support teams.
Define performance objectives and KPIs for the aftersales organization.
Conduct performance reviews, competency development, and succession planning.
Promote a culture of safety, accountability, innovation, and customer excellence.
Financial & Operational Management
Prepare and manage the annual service budget.
Monitor departmental profitability, warranty costs, labour utilization, and service productivity.
Identify opportunities to improve operational efficiency and reduce service costs.
Prepare executive reports on service performance, fleet reliability, warranty trends, and customer feedback.
Compliance
Ensure compliance with ISO standards, health and safety regulations, Civil Defence requirements, and company quality procedures.
Ensure all service activities comply with OEM specifications and international firefighting vehicle standards.
Support internal and external audits related to service operations.
Qualifications
Bachelor's Degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, Mechatronics, or a related Engineering discipline.
MBA or Master's Degree is preferred.
Professional certifications in Service Management or Project Management are advantageous.
Experience
Minimum 10 years of experience in technical service, aftermarket, or service operations within commercial vehicles, emergency response vehicles, defence vehicles, heavy equipment, municipal vehicles, or specialized automotive industries.
Minimum 5 years in a leadership role managing multi-disciplinary technical service teams.
Experience supporting fire trucks, emergency vehicles, airport rescue vehicles (ARFF), heavy commercial vehicles, defence vehicles, cranes, or hydraulic equipment is highly desirable.
Experience managing international customers across the GCC, Africa, or global markets is an advantage.
Technical Competencies
Fire Fighting Vehicles
Fire Pumps & Foam Systems
Vehicle Hydraulics
Vehicle Electrical Systems
Diesel Engines & Transmissions
Hydraulic Rescue Equipment
Aerial Platforms & Elevating Systems
PLC & Electronic Controls
Fleet Maintenance Management
Warranty Administration
Root Cause Analysis (RCA)
Reliability Engineering
Predictive & Preventive Maintenance
ERP Systems (Oracle, SAP or equivalent)
CRM Systems
Service KPIs & Performance Analytics
Leadership Competencies
Strategic Leadership
Customer-Centric Mindset
Commercial Acumen
Decision Making
Stakeholder Management
Cross-functional Collaboration
Problem Solving
Negotiation & Conflict Resolution
Continuous Improvement
Coaching & Team Development
Change Management
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT/NPS) | Fleet Availability (%) | Service Response Time | First-Time Fix Rate | Warranty Cost Reduction | AMC Revenue Growth | Spare Parts Revenue |Service Revenue | Mean Time to Repair (MTTR) | Repeat Failure Rate | Customer Complaint Resolution Time | Technician Utilization | Service Profitability | SLA Compliance | On-Time Commissioning Rate