Job Opportunities API

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 exc